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ModusLink® Builds on Digital Commerce Momentum with Services and Customer Wins for Contact Center Solutions
ModusLink offers award-winning customer service and problem-solving, with availability in 42 languages
WALTHAM, Mass.–(BUSINESS WIRE)–Jan. 23, 2018– ModusLink Corporation, a wholly owned subsidiary of ModusLink Global Solutions Inc. (NASDAQ: MLNK), a leading global provider of digital and physical supply chain solutions, has been experiencing growth in its digital commerce sector, and the Contact Center has been the backbone to a recent series of enhancements and expansions. Most notably, ModusLink has recently signed and deployed two major customers – one in the US (Whisker Labs) and one in the UK (T3 Micro).
Working with contact centers that aren’t managed correctly can be a pitfall for consumers, leading them to take their business elsewhere. Given this, many large organizations look to automate and replace difficult-to-manage centers with online forums and help desks. Yet these also have proven to be pain points for consumers who want quick responses and efficient, targeted answers. In fact, a 2015 study by Forrester Research showed that the most significant of these pain points is when different customer service agents give different answers or can’t find the answer. The group of 5,000 participants polled also cited frustration when the contact center wasn’t easily locatable on the company website.
ModusLink has addressed these concerns head-on by prioritizing the management of its Contact Center while ensuring organization and seamless transactions. Unlike automated systems, ModusLink’s Contact Center agents work to improve customer experience and build loyalty. ModusLink has made considerable efforts to offer end-to-end, integrated offerings that align its customers call center with the related element of their business, such as e-commerce platforms and returns. Since ModusLink can manage all aspects of the digital and physical supply chain, it sets the company up well to be best equipped to help their clients’ customers in the most efficient and effective way. Key benefits to this system are:
- Always-On Global Support – Our cloud-based platform assures you business continuity and your customers around-the-clock service, with a higher level of quality than is available with regional or in-house systems.
- Improved Brand Experience – Customers expect the best. We use intelligent routing and a choice of contact method — call, email or chat — combined with seamless multi-language support to connect your customers quickly and increase first-contact resolution. In fact, our first contact resolution is over 90 percent, compared to the industry average of 74 percent.
- Data-Driven Analysis – With our cloud-based service model, you gain a global view of your customer contacts and trending issues to drive business decisions and improve long-term customer satisfaction.
- Complete, Integrated Solution – Our Call Center operations are integrated with our complete services, offering an end-to-end e-commerce sales channel that includes web store development, Financial Management, Returns Management, QA monitoring (ISO 9001/2000, COPC compatible) and Entitlement Management.
The success of our Contact Center has resulted in customer wins, such as at T3 Micro, a revolutionary hair styling company with an award-winning collection of pioneering tools. By partnering with ModusLink, T3 Micro has been able to focus on creating and selling new products, while ModusLink handles phone and email contacts, covering 8 languages in 12 countries, as well as fulfillment and returns.
“ModusLink has been an excellent partner for T3’s recent European expansion. ModusLink has supported our growth both through their distribution center and their customer contact center,” said Amanda Afeiche, VP of Finance and Administration at T3. “ModusLink continues to add value as our local expert and we look forward to continuing our partnership as we expand to additional regions.”
“The ModusLink Contact Center has been able to provide T3 with support for both new and existing customers, and allows us to be a partner in their growth,” said Michel da Silva, General Manager of eBusiness at ModusLink. “We consider it a key element of our end-to-end line of offerings and paramount sense of customer service.”
More information about ModusLink’s Contact Center offering is available at https://www.moduslink.com/solutions/contact-center/. To learn more about identifying weaknesses and potential pain points in your supply chain that may keep your supply chain from running smoothly, download ModusLink’s whitepaper: 10 Ways to Assess Your Supply Chain Strength.
About Steel Connect
Steel Connect, Inc. is a publicly-traded diversified holding company (Nasdaq Global Select Market symbol “MLNK”). Through its wholly-owned subsidiary, ModusLink Corporation, the Company provides digital and physical supply chain solutions to many of the world’s leading brands across a diverse range of industries, including consumer electronics, telecommunications, computing and storage, software and content, consumer packaged goods, medical devices, retail and luxury, and connected devices. With a global footprint spanning North America, Europe and Asia-Pacific, the Company’s solutions and services are designed to improve end-to-end supply chains in order to drive growth, lower costs, and improve profitability. IWCO Direct, another wholly-owned subsidiary, is a leading provider of data-driven marketing solutions that help clients drive response across all marketing channels to create new and more loyal customers. It is the largest direct mail production provider in North America, with a full range of services including strategy, creative, and production for multichannel marketing campaigns, along with one of the industry’s most sophisticated postal logistics strategies for direct mail.
This release contains forward-looking statements that address a variety of subjects including, for example, statements regarding supply chain solutions. All statements other than statements of historical fact are forward-looking statements. The following important factors and uncertainties, among others, could cause actual results to differ materially from those described in these forward-looking statements: ModusLink’s success, including its ability to reach its revenue, sales and profitability goals, depends on its ability to execute on its business strategy as well as the continued and increased demand for and market acceptance of its services; global economic conditions, especially in the technology sector, are uncertain and subject to volatility; demand for ModusLink’s clients’ products may decline or may not achieve the levels anticipated by ModusLink’s clients; and increased competition and technological changes in the markets in which ModusLink competes. For a detailed discussion of cautionary statements that may affect ModusLink’s future results of operations and financial results, please refer to ModusLink’s filings with the Securities and Exchange Commission, including ModusLink’s most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. Forward-looking statements represent management’s current expectations and are inherently uncertain. ModusLink does not undertake any obligation to update forward-looking statements made by the company.
ModusLink and Steel Connect are trademarks of ModusLink. All other company names and product names may be trademarks of their respective owners.
Katelyn Holbrook, 617-426-2222