Phones 4u offers omni-channel customer experience with hybris

Phones 4u says it is offering an omni-channel customer experience through using software from SAP company hybris software and e-commerce platform provider Portaltech Reply.

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Phones 4u says it is offering an omni-channel customer experience through using software from SAP company hybris software and e-commerce platform provider Portaltech Reply.

Engineered to deliver a true omni-channel experience that encompasses every customer touch point, from online to in-store, the new Phones 4u digital platform will allow customers to have "one conversation" with the brand, said the mobile gadgets provider.

Delivering new and integrated websites, mobile sites, telesales and service systems for both the Phones 4u and Dial-a-phone brands is seen as a significant step to Phones 4u’s digital strategy.

Portaltech Reply and hybris technology links different systems to allow many processes to become automated, including telesales, tariff offers and customer service. The new web and mobile channels were also built with a brand new interface, which took a different approach to responding to the way customers search and browse for handsets and price plans.

As a result, the websites' visit duration times and average page views per visitor are said to have seen a material increase

Damone Quigley, IT director at Phones 4u, said: “The digital platform developed by Portaltech Reply and hybris now binds customer touch points together, providing a single view of the customer and the options available to them.

"As a result, our business is more agile and now set up to easily add new and extended services to customers, and new partnerships can be created quickly.”

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