Catalog and E-Commerce

Bare Escentuals

Bare Escentuals is one of the fastest growing premium cosmetic companies in the U.S. and a leader in the mineral-based cosmetic market. The company began an initiative to migrate from its outsourced Customer Service Call Center provider to one that would better align with the evolving business objectives of the organization. PowerHouse supported this initiative by providing industry expertise and guidance throughout the process of identifying the right provider. We conducted an Operational Assessment that focused on Bare Escentuals’ Customer Service requirements, including the critical business processes of customer retention, general inquiries, and order management. We also analyzed technology platforms, reporting requirements, workload forecasting, and management integration. PowerHouse facilitated an RFP process that would determine the most appropriate partner for Bare Escentuals. We provided the guidance and oversight to insure that the relationship began on the right foot - based on shared philosophies, effective contract language, and sound measurement tools.

J-Jill

J-Jill, a well-known catalog sales retailer for women’s apparel, sought to examine the processes within its inbound Call Center. Due to rapid sales growth, senior management contacted PowerHouse to conduct a Call Center Operational Assessment with a particular focus on job processes and functions. We reviewed processes in scheduling, management of inbound calls, recruiting, and human resources. The result was a set of initiatives that assisted J-Jill in immediate and long-term planning.

Polo Ralph Lauren

Polo Ralph Lauren (PRL), one of the world’s premier manufacturers of luxury apparel and home furnishings, utilized an outsourcer to fulfill its E-commerce site, RalphLauren.com. The decision was made to bring both Fulfillment Center and Call Center functionality in-house to better control the customer experience. For this long-term project, PRL turned to PowerHouse for a variety of leadership roles. We first conducted a Call Center Operational Assessment to describe the current state and capture the process, organizational, and technology models that existed with the outsourcer. The result was a set of short- and long-term strategic and tactical recommendations that were used to develop the new Call Center’s design requirements. PowerHouse assisted with the design, procurement, and implementation of all the technology, infrastructure, and furniture for the new Center. During the business migration period, we provided direction related to organizational design, pre-hire screening and testing, operational practices, work flow, call flow, training, and workforce optimization. Our senior consultants served as project managers for both the Technology and Learning/Performance tracks.

Vermont Country Store

The Vermont Country Store has enjoyed constant growth with its "Voice of the Mountains" catalog. As it entered the new millennium, the company sought to develop a five-year technology plan that incorporated a move to E-commerce. PowerHouse assisted with system design specifications for new technology, including a Nortel Meridian 1 PBX with Symposium Call Center capabilities, multi-site WAN networking, and an E-mail distribution system.