Overview
In late 2019, ScS began a customer service centralization project for its nearly 100 home furnishing stores. Soon after, the COVID-19 pandemic hit, dramatically accelerating the need of those efforts. By the end of 2021, the company recognized that it was necessary to improve both tools and processes in order to properly and efficiently handle a wide variety of customer inquiries. To better meet customer needs and reduce overall contact volume, ScS implemented NICE CXone.