Research Firm Case Study Concludes Boots Fulfills Promise of Customer Service Online
LONDON, June 12 -- Boots, the 150 year-old health, beauty and well being retailer servicing a third of the UK`s population each week with over 1,400 stores, today announced the continued success of its retail site at http://www.wellbeing.com/, including positive recognition from industry analyst firm Gartner. Boots relaunched its Web presence in March 2001 in a joint venture with Granada and wanted to ensure that its high standards for excellent customer service would be transferred online effectively. Boots partnered with a team of industry leading technology providers to create the customer-centric site including Scient (NASDAQ: SCNT) , U.K.-based MetaPack, and SAP.
As part of its overall strategy to provide superior customer service online, the Boots Web site and its partners designed and developed the new site with a real-time inventory and order fulfillment process so that customers would only be offered merchandise online that was in stock and ready to ship. Wellbeing.com implemented the process to improve customer satisfaction and reduce the costs associated with resolving failed transactions. As a result of this feature and the site`s new eBusiness infrastructure, content management system and user-friendly navigation and design, online sales for the retailer continue to grow. During the first eight months of operations alone, wellbeing.com experienced a 30 percent growth per week in order volumes.
The team further enhanced the customer experience by adding personalized shipment and delivery reservations that enable customers to schedule a specific delivery time within 48 hours of making their online purchase. To date, wellbeing.com has experienced a 95 percent success rate for deliveries within the 48-hour window.
According to a recent Gartner case study entitled "U.K.-Based Boots Fulfills Big Promise of Customer Service," "Boots` approach to delivering excellent customer service through fulfillment excellence with its latest channel on the Web is achieved by a synchronized effort to combine strong customer service initiative and state-of-the-art business-to-consumer technologies on the Web."
Wellbeing.com launched in March 2001 and is a joint venture between Boots and Granada. Our commitment is to give the clearest view on the areas that touch and affect our customers` health and beauty -- from medicines to complementary therapies, from creating a new look to revitalising your mind -- and how you might best integrate these things in a way that works for you. The Web site stocks over 12,000 products from Boots The Chemists and more and contains information and advice on all well being issues.
About Scient, Inc.
Scient is a leading consulting and professional services company focused on transforming clients` businesses through the creation of multi-channel experiences that strengthen connections among people, businesses and communities. Scient`s industry-focused teams of strategists, user experience experts, designers and engineers have together delivered thousands of projects for some of the world`s largest and most respected companies, helping them to realize cost efficiencies, generate revenue and strengthen customer relationships. Founded in 1996, Scient is headquartered in New York with offices in London and key regions throughout the United States. For more information, please go to http://www.scient.com/ or call (212) 500-4900.
Clare Raven, Public Relations of Boots
Shannon Whalen of Scient, Consumer Goods & Retail