Contact Us

Major Dress Supplier and Retailer

DELIVERING EXCEPTIONAL CUSTOMER ENGAGEMENT SOLUTIONS

Aumtech Enhances Mon Cheri’s Customer Experience with AVVA Solution, Boosting Revenue and CSAT

The Challenge

Mon Cheri is a B2B bridal and special occasion dress supplier for more than 1600
retailers and bridal shops across the U.S. and Canada. They pride themselves on their quality products and exceptional customer support.  After the implementation of their new ERP system to help with better inventory management and  cost control, the company had a very low portal adoption rate and distributors were calling into their tiny call center for assistance. CSAT was at an all-time low and customers/distributors were looking for other outlets for quality products.

As part of its 2024 CX Strategy, Mon Cheri looked to create more personalized
experiences with their retail network. Their focus was to enhance CX, increase brand loyalty and improve contact at every touchpoint in the customer journey to help build lasting bonds with their support team and store locations across their network. 

The Solution

Aumtech’s AVVA solution assisted  MCB with its CX efforts. It helped personalize each experience with voice, video and screen sharing capabilities. MCB’s retail network could then connect  with their sales and support team directly from the portal as well as with customers who were already on an existing call with an agent. AVVA also provided a fast escalation to an agent when the chatbot failed to help minimize customer frustration. No
download or plug-in was required, and no change to existing infrastructure was needed. The focus was on improving the customer experience and on generating additional revenues for MCB. 

The Customer Experience

With AVVA by Aumtech, Mon Cheri retailers and local shops are now able to connect with the bridal and special occasion distributor to help with dress orders, verify damaged goods delivered and compare dress fabrics from different designers with their suppliers.  And as part of the CX Improvement Initiative, MCB created engagement metrics to increase portal adoption, monitor customer engagement and measure AVVA utilization and benefits.

The Win

Mon Cheri was able to achieve its CX objectives by transforming its customer contact into  a personalized experience with AVVA by Aumtech to enhance CX, increase brand loyalty and improve contact at every touchpoint in the customer journey to help build lasting bonds with their support team and each store location across their network. 

The platform and cost scales according to demand, so Mon Cheri only pays for what is used. Plus, because AVVA is integrated easily with  their ERP portal, Mon Cheri is able to personalize each customer service experience. The platform worked with the existing portal and other MCB systems and channels already in place, saving time, resources, and integration costs. 

Results and Value

  • Increase Revenues 8%
  • Increase CSAT 22%
  • Increase portal adoption 40%

About Us

Aumtech strives to be the leader in customer engagement solutions. Its Rich Communications and Collaboration platform and applications help brands transform their customer interactions into automated, personalized service experiences. When implemented, Aumtech empowers a brand’s customers to self-serve, but escalate to a human when necessary to minimize any frustration. to improve overall CX.

Latest News

Share This :
Facebook Twitter Youtube
“Aumtech’s ability to work with our existing infrastructure made personalizing our customer service fast and easy. We were able to reset our exceptional customer service standards and offer our clients a greatly improved experience.”
VP of OperationsLeader in Bridal and Specialty Gowns
"Aumtech’s solution completely transformed our payment processing system. By automating phone payments, we achieved full PCI compliance, increased agent productivity by 20%, and significantly improved CSAT. Our customers now experience seamless, secure, and faster transactions, reducing frustration and enhancing their overall satisfaction."
VP of Customer SupportUtility Company
"With Aumtech’s Intelligent Communications and Collaboration platform, we drastically reduced call wait times by 35% and improved customer satisfaction. The ability to seamlessly escalate from self-service to live agents with voice, video, and screen-sharing has been a game-changer in delivering exceptional customer experiences and handling peak travel demand efficiently."
VP of Customer SupportUtility Company
"During an overwhelming surge in unemployment claims, Aumtech’s automation platform allowed us to handle 95% of eligibility calls and process over 80% of claims through self-service. Wait times dropped by 90%, and customer frustration decreased dramatically. Their solution was instrumental in ensuring we could serve our citizens efficiently during a critical time."
VP of Customer ExperienceDepartment of Labor (Unemployment Office)
"Aumtech helped us evolve from a basic IVR to a comprehensive self-service platform, allowing over 75% of our customers to complete transactions without agent intervention. This resulted in over $1M in annual savings while improving customer retention and overall satisfaction. Their expertise in automation has been invaluable in enhancing our service operations."
VP of Contact Center OperationsFinancial Services Institution
"Aumtech’s voice survey solution provided us with real-time insights into how patients use our glucose monitors and how well our call center agents assist them. With over 100,000 surveys conducted annually, we improved CSAT by 25% and strengthened customer loyalty. Their solution has been essential in ensuring we continue delivering the best patient care possible"
Director of Patient ExperienceMedical Device Manufacturer
"By implementing Aumtech’s outbound notification solution, we saw a dramatic improvement in patient engagement with prescription refill reminders. Switching from emails to text messaging ensured patients received timely alerts, reducing missed medications and improving adherence. This not only enhanced patient care but also streamlined compliance with health insurance requirements."
VP of Customer ExperiencePharmacy Benefits Manager (PBM)

Customer Engagement Solutions

Schedule Demo

Quick Links

Career

Join Our Team and Shape Exceptional Customer Experiences Today!

Services

Visit Us

Facebook Youtube Linkedin

Copyright 2024 AUMTECH © All Rights Reserved

Translate »