Thread Manufacturing Giant: Driving B2B Sales, Cutting Travel Costs and Boosting Sustainability 

Challenge

One of the world’s biggest thread manufacturers and technology suppliers was experiencing major service issues as a result of the pandemic. Its technical team was struggling to answer the large number of customer service queries being received in a timely and effective manner and they were unable to visit customers on-site due to COVID-19 travel restrictions.

With customers ranging from global apparel and footwear brands to service industries like personal protection, telecoms, energy, transportation, and household & recreation it needed to implement a self-serve solution, fast.

Solution

We created a digital hub that transformed the company’s end-to-end customer service experience. With a vast online store and remote account manager access, it empowered customers to quickly resolve common technical faults themselves, and if required, communicate with staff online to troubleshoot more complex issues.

Features included an online store and remote access to support from a client account manager.

Built using Google Cloud, WebRTC and React technology, it also allowed the company to focus on higher value interactions while collecting important customer interaction data.