Polished and Productive: How Workflow Automation Styled a Global Beauty Brand

Customers value quality and authenticity at every touchpoint. When customers engage with beauty brands, they seek more than just products—they expect a holistic experience that feels personalized, seamless, and inspiring. Regardless of how they choose to interact, (in store, online, or via social media) customers anticipate tailored recommendations and expertise with a commitment to ethical practices that align with their values and lifestyle. 

These expectations form the foundation of trust and loyalty in the ever-evolving beauty landscape.

Managing customer interactions across a global network of consultants presented challenges that required a transformative solution. This leading international beauty brand partnered with a Workflow Automation solution, and revamped their Contact Center operations and delivered a seamless Customer Experience (CX.)

The Challenge

The brand, known for its innovative beauty products, faced several obstacles in its customer support system:

• Agents juggled multiple platforms, making interaction management inefficient.
• Average Handle Time (AHT) was high due to manual data reconciliation.
• Collaboration between departments lacked transparency, affecting resolution times.

To stay true to their commitment to exceptional customer service, they sought a solution that would streamline processes, enhance agent efficiency, and improve customer satisfaction.

The SOLUTION: Workflow Automation in Action

The brand implemented a suite of Workflow Automation tools designed to revolutionize their operations. This ensured that agents could focus on delivering personalized customer experiences while the backend handled the complexities. Key features included:

• Unified User Interface (UUI): A single platform enabling agents to access multiple systems and respond to inquiries more efficiently.
• Workflow Engine: Automated processes for managing cases and routing them to the appropriate departments.
• Data Orchestration: Seamlessly connected disparate systems, ensuring agents had the right information at the right time.
• Custom Analytics and Reporting: Provided visibility into case activity, enabling proactive improvements.

The RESULTS: Implementation delivers measurable improvement

• Increased Efficiency: The number of requests handled daily grew significantly.
• Reduced AHT: Agents could resolve cases faster thanks to streamlined workflows.
• Improved Collaboration: Cross-departmental transparency enhanced resolution times and customer satisfaction.
• Enhanced Training and Onboarding: Simplified workflows allowed new agents to ramp up quickly.

Could your Contact Center use a restyle?

For businesses striving to enhance their customer experience while optimizing internal operations, workflow automation is a game-changer. It doesn’t just reduce handle times; it elevates the customer experience by enabling agents to focus on resolving issues rather than navigating complex systems. By integrating the right tools, you can empower your team, reduce inefficiencies, and exceed customer expectations.

Connect with MYRIAD today to to explore how workflow automation can revolutionize your operations. Discover how you can tailor technology solutions to your unique Contact Center needs and initiatives.