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Top five benefits of using Castrum in the retail sector

Today’s retail marketplace is more competitive than ever before, with organisations battling for business using ever more sophisticated techniques.

by James Young

Today’s retail marketplace is more competitive than ever before, with organisations battling for business using ever more sophisticated techniques.

One major piece of the puzzle is excellent customer service, which helps ensure customers return rather than shop elsewhere.

With this in mind, it’s more important than ever to meet and even exceed customers’ expectations 100% of the time. Not always easy…  

However, you can create a positive environment for service excellence, whilst ensuring measurability and control by using a process platform that gives users absolute clarity and cohesion.

As a result, all operations can be executed in the most efficient manner for both internal and external parties.

One of Castrum’s users is Dixons Carphone PLC, which was named Retailer of the Year 2016 by Retail Week magazine.

Harry Alsop, Business Application Owner at Dixons Carphone, said: “Castrum has a unique ability to capture information via its electronic forms and then manage it through a series of defined stages.

“The forms are flexible enough to cater for our broad range of scenarios, with validation and rules to ensure that we capture everything accurately up front.

 “The workflow module then delivers this information to those teams within the organisation who are best suited to deal with it.

 “Along the way, colleagues can review progress and collaborate quickly and easily when required.”

Here are our top five benefits of using Castrum in the retail sector:

 #1 Process Standardisation

Standardised processes mean quicker uptake and greater adherence to standards. Castrum allows retail organisations to replace disparate process methods like paper forms, email, spreadsheets and legacy systems. All processes become available via a single, familiar “process platform”, which is accessible from both within and outside of the business.

#2 Process Efficiency

Efficient processes mean happy users. Castrum makes processes easier to start with validated information up-front. When processes start with the correct inputs they proceed more smoothly and require fewer returns for additional information. This also means the customer only needs to submit their information once. In addition, stage escalation can be used to identify processes that require attention, flagging them to someone who can help.

#3 Process Visibility

Visible processes mean continual improvement throughout the business. Castrum provides clear visibility of live processes within your organisation. Dashboards display elapsed time and also pinpoint individual workflow stages to help identify process bottlenecks. Applying SLAs helps identify the processes that may not be compliant or simply need a tweak.

#4 Process Feedback

Consistent process feedback in real-time means less time spent chasing, and fewer distractions. Castrum allows users to see exactly where their submissions are within the defined lifecycle. Automatic updates notify users of the process stage, department and SLAs that are applicable. Collaboration via discussions keeps everybody in the loop and prevents endless email trails. 

#5 Process Audit

Fully audited processes make compliance a breeze. Castrum maintains a tamperproof audit for every process it manages. This contains the original process inputs together with additional information captured along the way, including user discussions. Everything is stored together in context to make future search and retrieval quick and easy.

To find out how Castrum can help boost your customer engagement, please read our Dixons Carphone case study.

For more information on the Castrum Platform, please contact a member of the Castrum Team on 01202 835300.