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CX Wins and Case Studies for SAP India, ASAPP, Alida, and Freshworks

Implementations Involve Digital Transformation, Organizational Benefits, Fan Engagement, and Online Agility

CX case studies

In this new roundup of CX case studies, the focus is on digital transformation. Bharat Petroleum works with SAP India to achieve a unified view on its platform. The Columbia Valley Credit Union selects ASAPP OXP to heighten the financial institution’s profile. The Buffalo Sabres collaborate with Alida to craft a better fan experience. And Zalora taps Freshworks to increase online agility. Details on each deployment follow below.

Bharat Petroleum Partners with SAP India

Bharat Petroleum Corporation Limited (BPCL), a state-run oil & gas corporation in India, is collaborating with SAP India, a subsidiary of the German enterprise software provider, to create a cohesive CX platform through digital transformation.

BPCL says digital transformation will provide a unified view of the petroleum firm’s products, programs, and offerings to its customers for their personal and business needs. The transformation also aims to create a seamless mechanism for processes such as customer onboarding, order fulfillment, and payments, with access to be available through mobile apps and websites.

Finally, digital transformation will provide BPCL with an organized view of its customers across six business lines, with the ability to cross-sell, upsell, and build customized products and services for customers. The six business lines are retail, industrial and commercial, liquified petroleum gas, lubricants, gas, and aviation.

Columbia Valley Credit Union Selects ASAPP OXP

The Columbia Valley Credit Union in British Columbia, Canada, has entered into a five-year licensing agreement to use the ASAPP OXP omnichannel experience platform to provide better membership services, while also increasing the credit union’s competitive advantage in the financial services market.

For members, the agreement will enable easy and convenient access to the credit union’s account and lending origination solutions for both retail and business services. Employees of the credit union, meanwhile, will be able to use various feature sets of the ASAPP OXP
platform to boost member engagement and help maximize the organization’s return on investment (ROI).

The Engagement feature set of the platform includes functionality associated with customer relationship management (CRM), enterprise content management, and business analytics. The Platform Strategy and Support Services feature set provides resources for change management, product strategy, and marketing. 

Buffalo Sabres Collaborates with Alida

The Buffalo Sabres, the professional ice hockey team from New York’s second-largest city, have chosen Alida, the Canadian developer of customer experience management (CXM) software, to foster deeper engagement with their fans and create winning experiences for the team’s devotees.

The Sabres were able to start creating and maintaining intuitive feedback loops within the first two weeks of introducing surveys from Alida to the group’s current operations, according to the team. The goal was to prioritize and capture fan feedback, and then use the collected inputs to optimize the experience of Sabres fans both in and outside the game.

“Our fans are the heartbeat of our organization, and this service will enhance our ongoing efforts to capture and implement our fans’ feedback,” said John Durbin, senior vice president of marketing and business strategy for Pegula Sports & Entertainment, the company that manages the Sabres and other professional sports teams. “The insights we gain through our partnership with Alida will deepen our connection to Buffalo and to our great fans,” Durbin added.

Fashion Retailer Zalora Taps Freshworks

Singaporean-based online fashion retailer Zalora had good reason to turn to Freshworks, the provider of software as a service (SaaS) solutions headquartered in San Mateo, California. In the wake of COVID-19 and a surge in online shopping, the Southeast Asian purveyor of fast fashion needed a digital shopping and support experience to meet vastly increased demand.

Using the Freshdesk Omnichannel Suite and its comprehensive support mechanism, Zalora consolidated what had been multiple systems and applications into a single platform, providing its customer service agents a unified view of the company’s interaction with customers across various digital channels, paving the way for more personalized conversations with shoppers. The result was reduced churn and increased customer retention overall.

Freshdesk also helped improve Zalora’s ability to manage customer response during high-traffic shopping events like Black Friday, Cyber Monday, and Singles Day. It accomplished the feat by providing each Zalora agent with the capability to simultaneously manage up to six customers, eliminating the need to hire hundreds of part-time agents for the short term during seasonal and special events.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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