Carphone Warehouse has made moves to further develop its "Connected World" customer service offering, and is moving towards complying with Single European Payments Area (SEPA) legislation.
David Byrne, enterprise architecture director and CIO at Carphone Warehouse, said: "We have huge aspirations for Connected World - we see it as enabling retailers, original equipment manufacturers and network businesses around the globe to leverage all the expertise and processes that we have built into our operations over the last 24 years."
Carphone Warehouse has brought in Automic to use its process automation platform to further develop Connected World platform.
Beyond the Connected World programme, Automic is already helping Carphone Warehouse achieve SEPA compliance in advance of the February 2014 deadline, by automating its entire direct debit collection process.
This end-to-end solution is being delivered using the software-as-a-service model, and has given the Carphone Warehouse management team full visibility into the collection process.
With automatic checks performed at every stage, Automic’s solution is targeting a reduction in direct debit failures of 90 percent, said Carphone.
Earlier this year Carphone Warehouse signed a ten-year £160 million customer service and support outsourcing deal with Capita. Capita provides all non-store customer contact in a number of different areas across Carphone Warehouse's business.