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| CASE STUDY
Spa World
Spa World manufacturer, sell and support their spa pools and leisure products globally as well as through their own retail and dealer networks in Australia and New Zealand.
Spa World is a highly-digital, vertically-integrated organisation and are prolific users of a large range of applications and sites to deliver their sales, customer service, inventory, collaboration and martech (marketing technology) requirements.
Project Management
Web Integration
Digital Design
Web Application
Contact Centre
Consultation
the Challenge
Spa World approached DDL in early 2019, as they did not have any dedicated internal resource to manage these disparate and decentralised web applications and were looking to significantly enhance their customer experience through the replacement of their legacy Customer Care platform.
In addition, Spa World was expanding it's dealer/third party networks and needed to provide a consistent web and brand experience for clients, dealers, licensees and wholesalers across a growing range of their own brands, as well as align to Jacuzzi branding for Jacuzzi-exclusive retail stores and Salespeople.
the Solution(s)
DDL have led and implemented a range of projects for Spa World that have been designed to not just target the challenges outlined above (which are now a distant memory!), but to deliver ongoing innovative services that continue to enhance employee and customer experiences.
Delivery of an integrated, omni-channel Customer Care centre supporting a team of approximately 25 located across four countries, including consolidating, de-duplicating and migrating records for over 130,000 customers. This new platform replaced 9 disparate applications with one integrated suite, covering voice, email, web chat, SMS/MMS, CRM, marketing automation, reporting and analytics/dashboards.
Implementation of Augmented Reality for troubleshooting complex problems remotely and in the field, reducing costs and length of time to solve product issues.
Integrating a multitude of website forms directly to CRM and Service Desk with automated actions taking place, relative to the form content.
Designing and implementing standardised, centralised graphical templates for direct marketing and corporate communications across a range of brands.
Daily support of all business-as-usual and strategic technology operations and objectives
Implementing a range of security best practices, protecting customer and corporate data with a range of secure digital toolsets
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