Williams-Sonoma

Setting itself apart from the competition with personalized, joined-up contact center experiences

Published on 17 Sep 2015

IBM Sterling Order Management is enabling us to understand our customers much better.

Guruprasad Samaga, Director for Systems Development, Williams-Sonoma

Customer
Williams-Sonoma

Industry
Retail

Deployment country
United States

Overview

Based in San Francisco, Williams-Sonoma, Inc. (WSI) is a specialty retailer of home furnishings and gourmet cookware in the United States, providing kitchenware, furniture and linens and houseware. Founded in 1956, WSI employs 7,700 people and reports annual revenues of USD3.5 billion.

Business need
To retain its leading market position, specialty retailer Williams-Sonoma looked to improve the customer experience by offering a personalized, high-quality service via the contact center.

Solution
Williams-Sonoma uses IBM® Sterling Order Management to provide contact center associates with a 360-degree view of previous customer interactions on all channels—enabling finely tailored services.

Benefits
By deepening its understanding of customer purchasing histories and preferences, Williams-Sonoma delivers personalized contact center experiences—helping to save sales and nurture life-long loyalty.

Components

IBM products and services that were used in this case study.

Software
IBM Call Center for Commerce, Sterling Order Management

Solution
, , Retail: Smarter Shopping Experience, Commerce Solutions

Legal information

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