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Freshworks > Case Studies > Jeanswest Enhances Customer Service with Freshworks
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Jeanswest Enhances Customer Service with Freshworks

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Education
  • Retail
Applicable Functions
  • Quality Assurance
  • Sales & Marketing
Use Cases
  • Real-Time Location System (RTLS)
  • Supply Chain Visibility
Services
  • Testing & Certification
  • Training
The Challenge

Jeanswest, a renowned denim brand with over 230 stores across Australia and New Zealand, was facing challenges with its customer service operations. The company's customer base is highly loyal and engaged, with 70% of all purchases coming from existing loyalty program members. However, as Jeanswest continued to grow, its legacy customer service platform started showing gaps that threatened its ability to maintain its high level of customer service. The primary channel used for customer service was phone, but the legacy system was unable to cope with increasing call volumes, capture missed calls effectively, or provide a robust reporting structure. This lack of visibility into customer queries and siloed operations was hindering Jeanswest's ability to optimize call rosters and gain insights into its customers' preferences.

About The Customer

Jeanswest is a well-established denim brand, founded in 1972. With over 45 years of experience, the company operates 230 stores across Australia and New Zealand. Jeanswest has become a household name and a favorite go-to brand for high-quality denim and high fashion. The company has a very loyal and vocal customer base, with 70% of all purchases coming from existing loyalty program members. These customers have a high level of engagement with the brand, largely due to the customer service offered by Jeanswest, which is defined by its core values of being bold, focused, and united.

The Solution

Jeanswest turned to Freshworks for a solution, having already used Freshservice to streamline internal operations. The company implemented Freshdesk and Freshcaller to manage their customer support. Freshdesk provided agents with complete customer history against every query, improving ticket resolution time and customer satisfaction. It also allowed for easy access to loyalty program members' details and past orders, enabling agents to deliver personalized customer service and respond to queries faster. Freshdesk also facilitated internal collaboration, with issues related to the website automatically forwarded to the IT team in Freshservice. Once resolved, updates were communicated back to the customer seamlessly through Freshdesk. Freshdesk Analytics provided visibility into daily ticket volume trends and ticket type trends, helping Jeanswest monitor and improve team performance. Additionally, managers could listen to customer calls and provide real-time feedback to agents, aiding in agent training.

Operational Impact

  • The implementation of Freshdesk and Freshcaller has significantly improved Jeanswest's customer service operations. Agents now have access to complete customer history, enabling them to deliver personalized service and respond to queries faster. The system also facilitates seamless internal collaboration, with issues automatically forwarded to the relevant teams and updates communicated back to the customer. Freshdesk Analytics provides visibility into team performance, helping Jeanswest monitor and improve operations. The tools also aid in agent training, with managers able to listen to customer calls and provide real-time feedback. This has given Jeanswest the confidence to scale further into newer markets and demographic segments.

Quantitative Benefit

  • 20,000 tickets handled per quarter

  • Significant improvement in customer satisfaction and resolution times

  • Increased collaboration between teams

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