19 September 2008

Selfridges in London, Oxford Street.

UK retail giant Selfridges has selected CDC Software’s CDC Respond complaint and feedback management software as the backbone of its customer management strategy. The company will be using the software, which runs using Microsoft SQL Server, to identify and address the root cause of complaints within its world famous stores and to help maintain the brand’s reputation for luxury, quality and first-rate customer service.

CDC Respond is a suite of highly configurable, scalable complaint and feedback management applications specifically designed to improve the problem resolution process and provide comprehensive trend reports to identify opportunities for improvement. Selfridges is using Respond CenterPoint and Respond Customer in each of its stores, and in its Customer Relations department in Leicester, to manage all complaints and feedback and pinpoint the root cause of any problems within the four stores. The CDC Respond software replaces a previous third-party system, which was proving slow and inflexible.

“During the tender process CDC Respond came out on top by quite some margin,” says Conrad Edwards, customer relations manager at Selfridges. “Not only does it give us all the functionality we need, we also really liked the company and their attitude towards working with us. Thanks to CDC Respond we have a far better understanding of the complaint issues we face. We are using that information to effect positive changes and eradicate the causes of customer dissatisfaction within our stores.”

Paul Elswood, EMEA vice president for CDC Respond said: “We are extremely proud to be working with Selfridges. The retail chain is internationally renowned for its high standards of customer service. CDC Respond will help Selfridges guarantee the consistent delivery of those exceptional standards and give the company the ability to identify opportunities to further improve the overall customer experience.”