Home Retail Group, the UK's leading home and general merchandise retailer has appointed retail systems experts, PMC, to manage internal password reset services.
The service which began in October 2012 has already begun to deliver business benefits for the retail giant, allowing them to provide their own staff with improved support services. PMC's service supports the password resets for 14 applications, and sees them take an average 4300 calls per month.
Phil Wood, Home Retail Group's Service Operations Manager states: "Since appointing PMC we have improved the service we provide to our employees. PMC's operational support team in India have proven their capabilities by speeding up response times and decreasing the call abandonment rate."
Phil closes: "At the same time as delivering a cost efficient model for HRG and improving a service that was in place, PMC have helped us identify where frequent issues arise. With this in mind we hope to be able to drive down the number of calls that come through by locating common problem areas with each of our applications."