Challenge

• Managing high request volume: The rapid sales pace, such as 5 transactions per second during Black Friday, posed a significant challenge in handling the influx of customer service requests effectively.
• Maintaing quality amidst quantity: Ensuring that the quality of customer service remains high amidst the high volume of requests required careful planning and resource allocation.
• Consistency across channels: Maintaining consistency in customer service standards across various communication channels, including online chat, email, and phone support, presented a challenge for Nordic Nest.
• Scalability: Adapting customer service operations to scale efficiently during peak periods while maintaining service quality and response times was a challenge for the company.
• Training and onboarding: Equipping customer service team associates with the necessary skills and knowledge to handle diverse customer inquiries and situations presented a training challenge, particularly given the fast-paced nature of E-commerce.

Strategy

• The NestDesk application, initially designed to bolster the post-purchase experience for customer service team members, underwent significant evolution to align with Nordic Nest's transition into an omnichannel player.
• Leveraging MACH architecture, the first version streamlined customer service operations by unifying data access across disparate systems like Voyado (CRM), inriver (PIM), Freshdesk (Support), Microsoft Dynamics NAV (ERP), and Bitlog (WMS).
• This integration empowered team members to deliver faster, more accurate support, enhancing customer satisfaction and enabling them to handle a higher volume of inquiries efficiently. Additionally, during peak periods like Black Friday, where sales surged to 5 per second and staffing expanded to 400, the application's scalability and centralized onboarding reduced training costs and streamlined operations.
• Transitioning to version 2 in 2023, NestDesk evolved into a comprehensive omnichannel solution, supporting both online and in-store interactions. Nordic Nest went from being a pure player in e-commerce to an omnichannel player when they acquired the store chain Svenssons i Lammhult. They decided to expand the scope of the NestDesk application to also be a tool for sales associates in the stores. By integrating features like instant access to stock levels and visual product media, the application empowered sales associates to provide personalized assistance, driving new sales and enhancing customer retention.
• This transformation exemplifies how MACH architecture facilitates agile adaptation to changing business needs, enabling seamless integration, scalability, and innovation to meet evolving customer expectations in the dynamic E-commerce landscape.

Method

• With Occtoo’s Experience Data Platform, Nordic Nest efficiently consolidated customer data from various sources including the customer service portal, order management system, and ERP. By unifying this data, they created an Occtoo Experience API, enabling a unified view of customer information.
• This API seamlessly integrates with a React frontend, ensuring that data is delivered to team members in milliseconds. This streamlined process enhances the customer service experience, empowering Nordic Nest's team members to efficiently serve customers with ease.

Benefits

• Increased Efficiency:
  Streamlined Onboarding: With a single interface providing access to all necessary information, onboarding new team members becomes more efficient, enabling them to quickly become productive members of the customer service team.
  
  Enhanced Customer Service Capacity: Having all relevant data readily available in one place allows team members to serve more customers within the same timeframe, increasing overall efficiency and capacity.

• Better Experience for Team Members:
  Rapid Data Access: Occtoo's data delivery with a 200 millisecond response time significantly improves the experience for team members compared to the previous need to search through multiple systems, each with slower loading times.
  
• Simplified Workflow: By eliminating the need to navigate through multiple systems, team members can focus more on providing quality service to customers rather than searching for information.

• Major Cost Savings:
  Reduced Licensing Fees: Nordic Nest's shift to providing access to essential data through Occtoo eliminates the need for all team members to have access to multiple systems, resulting in substantial savings on licensing fees.
  
  Time and Resource Efficiency: In addition to cost savings on licensing fees, the streamlined onboarding process for new team members saves both time and resources previously spent on extensive training sessions across multiple systems.

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