The Client

Swimwear & apparel brand, based in northern Italy, with over 4.600 single-brand stores in more than 50 states.

The Problem

The Customer Service department of the company was already operational, however, due to its dimensions and its various resources across Italy and Croatia, the system presented some complexities.

Therefore, the company was striving to review its Customer Service and optimize its processes in a cost and time-saving view.

The Solution

ARAD’s work for the company led to the outline of a comprehensive set of guidelines for the Customer Service department, which despite being well established, required a review of its inefficient cost structure, and lacked responsiveness at multiple points of the organization.

In addition to this, an extensive set of metrics relevant to the evaluation of the company’s performance was laid out.

Our Area of Expertise

• Customer Operations