Rocket^® Modernization Solutions for Contact Centers 

Company

Industry: Retail

This multichannel retailer specializes in combining multiple product lines under one brand to offer seamless shopping experiences. The company drives growth by acquiring and blending businesses into its core operations, which requires integrated IT systems to ensure smooth customer interactions. 

Challenge

This retailer struggled with operational inefficiencies due to earlier-era green-screen applications and fragmented systems, affecting employee and customer satisfaction. 

CSRs struggled switching between multiple systems to track orders, check inventory, and process requests. This inefficiency increased AHT and frustrated customers. Poor interfaces and workflows also lowered employee morale, reducing productivity and boosting attrition, which raised training costs. On the customer side, the lack of self-service tools prevented them from checking order statuses or browsing inventory, hurting satisfaction and limiting upselling opportunities. 

Solution

Rocket Software empowered the retailer by modernizing its IT solutions without replacing long-standing systems.

Using Rocket’s visual design tools, the retailer upgraded green screens to a modern, user-friendly interface, streamlining workflows on a single panel. This cut AHT and allowed CSRs to manage multiple tasks efficiently while suggesting complementary products during calls. Mainframe functions like inventory tracking, ordering, billing, and shipping were converted into modern APIs for seamless integration with web and mobile systems. Composite APIs further simplified cross-platform processes. Customers gained direct access to order statuses, inventory, and other features via advanced self-service apps, boosting satisfaction and reducing CSR workloads. 

Results

Rocket Software’s solutions delivered tangible improvements to customer experience and operational efficiency.  

The implementation brought major improvements. Customer satisfaction jumped by 25% thanks to direct access to order statuses and inventory, making the retailer more responsive and transparent. Employee productivity also rose by 25% after consolidating customer service tools into modern interfaces, lifting morale. Efficiency improved, with AHT dropping by 50 seconds and employee onboarding cut by 8 hours, leading to cost savings. Revenue grew as streamlined tools and workflows created more opportunities for upselling and cross-selling.

Get started with Rocket Modern Experience

Take your customer experience and operational efficiency to the next level with Rocket Software’s modernization solutions (currently sold as Rocket Modern Experience). Keep your existing applications but transform the way you interact with customers and manage your processes.