High-performance support for assisted selling systems
About the customer
Since arriving in Brazil in 1998, with the opening of the first store, the company has expanded its store network throughout the country. With more than 80 thousand products in 15 categories, such as Construction Materials, Electrical, Gardening and Decoration, the company also offers services such as Wood and Glass Cutting, Framing and Making Custom Curtains. In 2012, it received recognition when it was elected the company with the most positive reviews in the construction retail sector, according to research by Shopper Experience for Consumidor Moderno.
Challenge
In a large retail company, ART IT's Level 2 support team plays an essential role in maintaining the efficiency and integrity of Assisted Sales systems. Composed of 2 Coordinators and 10 highly qualified Analysts, this team operates in an omnichannel model, offering comprehensive support for Assisted Sales products in both physical and online environments.
Solution
Assisted Sales systems are vital in the company, centralizing customer orders made through different channels, such as e-commerce, telesales and physical stores. The Level 2 team focuses its efforts on supporting points of sale (POS), especially those that use Linx technology, ensuring the correct functioning of these processes with agile and effective technical support.
Efficient and integrated operation
ART IT's Level 2 support team plays a critical role in ensuring the efficient and integrated functioning of Assisted Sales systems.
