Improves Customer Experience with Rocket^® Modern Experience (formerly Rocket Legasuite)

Company

Industry: Retail

Headquartered in Middleton, Massachusetts, Orchard Brands is a direct-to-consumer retailer serving customers 50+ through 11 consumer lines. Their offerings include apparel, accessories, and home and health products, sold via catalogs and online storefronts.

Challenge

Orchard Brands' outdated IBM^® i system created inefficiencies, particularly for seasonal hires, leading to long training times, high attrition, and slow processes during peak periods.

The green screen interfaces of Orchard Brands' IBM i system were efficient for experienced staff but challenging for seasonal hires. Training took three weeks, reducing productivity during holidays, while usability issues led to high dropout rates and slower customer handling, affecting satisfaction. The outdated system also struggled with modern demands, causing inefficiencies. Staff often relied on manual workarounds, slowing processes and increasing errors. These challenges highlighted the need for a more intuitive, modern solution.

Solution

Orchard Brands partnered with Rocket Software to modernize their order-processing system using Rocket Modern Experience, enhancing interface usability, streamlining workflows, and optimizing performance.

Rocket Modern Experience replaced outdated green screens with web GUIs, reduced screen navigation for order processing, and improved network responsiveness. This solution boosted efficiency for new hires while preserving productivity for experienced staff.

Results

Rocket Software improved Orchard Brands' call center operations, cutting training time by eight hours, order processing by 50 seconds, and boosting retention, accuracy, and customer satisfaction—all while saving costs.

Rocket Software's partnership with Orchard Brands transformed their operations. Innovative solutions sped up employee onboarding, getting new hires productive faster. Visual tools reduced errors and improved order accuracy, ensuring customers get what they need on time. First-call resolution rates increased, allowing customer service teams to resolve issues on the first attempt. Streamlined workflows boosted efficiency, reduced repetitive tasks, improved employee retention, and enhanced the customer experience, making operations smoother and more customer-focused.

Get Started with Rocket Modern Experience

Are legacy systems slowing you down? Businesses like Orchard Brands trust Rocket Modern Experience to modernize operations. This solution turns outdated systems into web and mobile apps, boosting efficiency and improving customer experiences—without disrupting your setup. Learn how Rocket Software can future-proof your organization today.