How Interflora Australia Decreased Contact Centre Queries by 20%
We independently review everything we recommend. When you buy through our links, we may earn a commission which is paid directly to our Australia-based writers, editors, and support staff. Thank you for your support!
Interflora Australia Reduces Contact Centre Calls by 20% Following Digital Revamp
Quick Overview: Essential Insights
- Interflora Australia achieved a 20% decrease in contact centre calls following a comprehensive digital transformation.
- The firm enhanced all its applications, both customer-facing and internal.
- The revamped system addressed recurring outages and boosted order fulfilment dependability.
- Improved user experience facilitated faster onboarding and enhanced communication with customers.
- Variable delivery fees now ensure accurate charges for customers, cutting costs for Interflora.
- Future initiatives include incorporating AI for customer support and investigating single-touch purchase options.
Interflora Australia’s Digital Overhaul: A Transformative Experience
Interflora Australia, a prominent online florist delivering blooms nationwide, has recently completed a major digital overhaul that led to a 20% reduction in contact centre calls. With a network of over 750 flower retailers, the company recognized the need to modernize its legacy systems, particularly during the COVID-19 crisis.
In a conversation, Interflora Australia’s Chief Information Officer, Matt Hoskin, shared how the new updates have significantly enhanced both customer and staff experiences. “We saw results starting from day one,” he remarked, underlining the project’s swift success.
Prior Challenges Before the Upgrade
Before the transformation, Interflora depended on antiquated, monolithic systems that had been operational since 2015. As demand intensified, especially during the pandemic, these systems faltered. Regular website and backend outages became commonplace, leading to subpar experiences for customers and staff alike. Hoskin noted that these outages contributed to an uptick in refunds as the company occasionally failed to fulfill orders.
A Comprehensive Systems Revamp
The digital transformation initiative was a significant undertaking. Interflora revamped three essential web applications:
1. **Customer-Facing Website**: The platform where customers place their orders.
2. **Florist Portal**: A portal for florists to accept, decline, and manage orders.
3. **Internal Corporate Application**: An internal tool for operational management.
To illustrate, Hoskin stated, “There’s not one application we were using six months ago that remains in use today,” emphasizing the thoroughness of the transformation.
Immediate Advantages of the Updated System
Since launching the new system in December 2023, Interflora has reaped numerous rewards. The customer-facing website has become more attractive, faster, and more responsive, creating a smooth experience for customers and vastly improving order fulfilment reliability.
According to Hoskin, the customer service team immediately noticed a drop in incoming calls. “Upon going live, we observed nearly a 20% decrease in calls and inquiries,” he mentioned. This enhancement was primarily due to the resolution of ongoing issues that the prior system presented.
Streamlined Staff Training
Another significant advantage of the transformation was the enhancement in contact centre training. Previously, onboarding new employees required up to a week; now, it only takes two days. This change was facilitated by a more user-friendly system and the introduction of concise, 40-60 second video tutorials, replacing cumbersome PDF guides.
Improved Communication and Logistics
The new system has also streamlined communication between customers and florists. A standout feature is the SMS notification system that alerts florists upon receiving new orders. Florists can promptly accept orders from their mobile devices, tablets, or desktops, enhancing flexibility. Additionally, florists can deactivate items they lack in inventory, avoiding unfulfillable orders.
Dynamic Delivery Fees: Beneficial for All
One of the most transformative changes was the implementation of dynamic delivery fees. Previously, customers incurred a standard delivery fee, irrespective of distance or region. This often compelled Interflora to subsidize delivery costs, particularly for rural or distant orders. Now, the system computes delivery fees dynamically, ensuring customers pay a fair price based on their location. This upgrade has improved cost management for Interflora while ensuring florists receive equitable compensation for their services.
Future Prospects: AI and Upcoming Enhancements
With artificial intelligence (AI) becoming a prominent topic, Interflora is looking into the integration of AI technologies into its operations. Hoskin noted that AI has already been incorporated into internal collaboration tools, aiding in streamlining communication and task summarization.
The company also plans to deploy conversational AI chatbots for customer service across platforms such as Facebook and WhatsApp. This initiative aims to extend commerce beyond the traditional website model into more interactive and accessible avenues.
Hoskin indicated that Interflora is consistently aiming to enhance its checkout process, ultimately aspiring to establish a single-touch purchasing system.
Global Expansion and Synergies
Interflora’s transformation is benefiting not only its Australian operations but also extending to its international branches. The company, servicing over 400 countries, is implementing the new tools in its global units, fostering synergies that elevate the customer experience, whether orders are placed locally or internationally.
Conclusion
Interflora Australia’s digital transformation marks a remarkable achievement, resulting in a 20% drop in contact centre calls, heightened customer satisfaction, and improved internal efficiencies. By updating its outdated systems and implementing dynamic pricing, the company has established a new benchmark in the online floral delivery sector. Looking ahead, Interflora intends to integrate AI technologies to further advance customer service and optimize its operations.
Q: What drove Interflora Australia to pursue this digital transformation?
A:
Interflora Australia recognized its outdated systems were inadequate, particularly during the COVID-19 pandemic when demand surged. Frequent outages and the necessity to issue refunds due to order fulfillment challenges highlighted the need for a complete upgrade.
Q: What are the key improvements resulting from this transformation?
A:
The most significant advancements include a 20% decline in contact centre calls, expedited and more intuitive training for staff, enhanced SMS communication, and the rollout of dynamic delivery fees. The customer-facing website is now faster, more responsive, and more visually appealing.
Q: How has the new system benefitted florists?
A:
Florists receive SMS notifications for new orders and can swiftly accept them using their mobile devices. They can also effectively manage their inventory by disabling stock items they cannot fulfill. Additionally, dynamic delivery fees ensure they receive fair compensation.
Q: What future improvements are planned for Interflora’s system?
A:
Interflora plans to integrate AI technologies to enhance customer service, including the deployment of conversational AI chatbots across platforms like Facebook and WhatsApp. The company also aims to refine its checkout process with a view to developing a single-touch purchasing experience.
Q: How has the new system influenced customer satisfaction?
A:
Customer satisfaction has markedly improved due to the new website’s enhanced reliability and responsiveness. The streamlined ordering experience and faster delivery times have minimized complaints and inquiries, contributing to a reduction in contact centre calls.
Q: Is Interflora’s upgraded system used on an international scale?
A:
Yes, Interflora operates in over 400 countries, and numerous international units have embraced the new system. This ensures consistent, high-quality customer experiences, both in Australia and globally.
This article is crafted for optimal readability and search engine optimization (SEO), incorporating key insights, subheadings for clarity, and a Q&A section to answer prevalent reader inquiries.
