Intersport, a globally recognized brand with over 5,000 retail stores around the world, was established in Switzerland in 1924. Their mission has always been to help, educate, and support people with sports regardless of their level of experience. With over 150 retail stores and a flourishing e-commerce operation in Sweden, Intersport has become a dominant player in the sports retail industry.
In order to keep up with the ever-changing customer expectations and to stay competitive, Intersport Sweden underwent a major restructuring two years ago. The goal of the restructuring was to increase their success by delivering a 'world-class customer experience.' It was recognized that customer service would be vital to achieving this goal.
To achieve their ambition, Intersport Sweden recognized the need to evaluate their customer service metrics in a new way. They needed to be able to measure the quality of service provided throughout the entire customer journey map, compare the performance of their different stores, and ensure that both their online and in-store retail met the same high standards. However, they faced a challenge in connecting the online and offline customer journey in a way that would enable them to achieve this goal.
As a result, they embarked on a quest to find a solution that would help them achieve their aim of delivering a seamless and consistent customer experience across all channels.
Ombea proved to be a game-changer for Intersport.
Intersport chose Ombea.
To test the effectiveness of Ombea, they implemented a pilot program in which they placed Ombea's touchless ExpressPods at the exit points in 15 stores. Additionally, they added Ombea's 'Website Widget' to their online customer journey, which enabled them to capture post-transaction feedback from online customers.
Intersport then integrated Ombea into their frontline processes, with each store's 'Customer Service Ambassador' running daily meetings with staff to review the latest feedback and actions. During these meetings, they compared the latest feedback with like-for-like data from other stores, as well as data from previous periods. For instance, they would compare feedback from Monday with the previous Monday or feedback from last week with the previous week.
Ombea proved to be a game-changer for Intersport as it enabled them to collect real-time customer feedback in-store and turn it into actionable insights. This allowed them to identify areas where they could improve the customer experience and make changes on the fly. Ombea's feedback system also presented feedback as a single KPI, which could be tracked over time and compared across stores, providing Intersport with the critical data they needed to make informed decisions.
In conclusion, Ombea has been instrumental in helping Intersport deliver on their mission to provide a world-class customer experience. By collecting and analyzing customer feedback in real-time, Intersport has been able to make data-driven decisions that have had a significant impact on their overall customer satisfaction levels.
