Simplified, Streamlined and Empowered: How Unilever Transformed Consumer Services into a Strategic Asset

It’s a tall order. Unilever’s contact center handles approximately 3.5 million contacts annually on hundreds of products used by consumers in the U.S., Mexico and Canada. The Consumer Services group supports and provides consumer insights for over 90 brands—ranging from Dove® to Klondike® to Axe®.  Product and promotional information is continually changing.

With these pressures, the goal of cost-effectively delivering world-class, multi-channel service hinges on simplifying access to information, streamlining processes, and empowering service representatives and managers.
 
In this case study presentation, Linnea Johnson will highlight Unilever’s two-year transformation from dealing with disparate systems, multiple applications, reporting limitations, information access challenges and mounting expenditures to reaping the benefits of new, fully-integrated technologies.

She will share how the contact center drastically reduced costs and complexity, while improving customer experiences and insights in the contact center and on the Web. Attendees will also learn how her Consumer Services group managed to roll out Web self-service to numerous Unilever brand websites and implement a new consumer care and interaction management solution, while contending with the company’s largest recall ever.

Presenters:

Linnea Johnson
Director of Consumer Services
Unilever

Lori Angalich
Vice President of Marketing
Astute Solutions