Client Situation - The client’s global customer base made providing support a challenging one. The client wanted to increase revenue margins, create a priority channel for high-value privileged customers, address issues relating to peak volume and seasonal spikes. The pandemic put brakes on physical retail experiences and brought attention to online mediums. The sudden shift only added to the challenges faced by the client as they had to continue a “business-as-usual approach” and remain customer-centric.

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