Page 8 - Goodwill SEW Proposal from Topbox
P. 8
GoodWill Objectives
• Identify customer friction points, pinpoint customer experience issues, and improve operational performance.
• Surface customer insights geographically and eliminate ”re-inventing the wheel” across individual locations.
• Understand customer feedback around Club Goodwill Rewards.
• Reduce cost to service customers while providing improved experience and drive
additional retail traffic.
Topbox Solution Cost
• Processing cost - $9,900 per month for up to 50,000 Interaction Units
• Effective monthly subscription rate of $153 / store (70 stores) includes:
• Launch fee of $9,900
• 90 Day evaluation period – Termination for Convenience option at end of period
Success Criteria
• Identification of product/service issues and customer friction points using speech, text and metadata analytics.
• Identify opportunities to improve Goodwill retail and eCommerce operations.
• Clear line of sight to ROI
CONFIDENTIAL 8
