popularThe client Global retailer Marks & Spencer wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative team - Marks & Spencer, Accenture, Siebel and Microsoft - worked to create Marks & Spencer's integrated customer relationship management processes and system built on Siebel's eBusiness Applications. Marks & Spencer now has inventive capabilities that enhance the way they serve customers. An agent knows a customer's Marks & Spencer history prior to answering a call. Customer inquiries are resolved consistently, completely, accurately and fast at the first point of contact.
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