Vitamin World Expands Omnichannel

Vitamin-world
Services
Phone, social media, chat, and email support
Order entry and fulfillment
Fraud prevention
eCommerce platform implementation
Dynamics CRM implementation
Platform
Microsoft Dynamics CRM
Region
North America
Industry
Health and Wellness

Visionet revamped Vitamin World’s eCommerce website with integrated billing and logistics, implemented omnichannel order management, and provided omnichannel contact center services for enhanced customer satisfaction.

Challenges

Vitamin World is a global retailer of vitamins and nutritional supplements that offers a rich catalog of products to customers through an omnichannel experience. They were dissatisfied with their former call center vendor, who had failed to maintain quality and service levels, which was impacting their brand image. The vendor also had limited experience with omnichannel, digital marketing, and eCommerce solutions.
Vitamin World’s global customer base was expanding, which had increased online and phone support workloads. They were looking for a new partner that focused on a winning customer experience, effective re-engagement and complete customer satisfaction. They aimed to seamlessly transition to a new call center in 60 days.

Solution

Visionet used its comprehensive technology and Contact Center capabilities to provide a complete omnichannel solution for Vitamin World. We completely revamped their website, including a robust eCommerce solution integrated with billing and logistics. We implemented an omnichannel order management solution that used Microsoft Dynamics CRM to link all retail, online, and phone orders in one place, enhancing their customer experience. This omnichannel solution gave Vitamin World the agility they need to address customer expectations without increasing complexity or overhead.
Visionet’s contact center team worked with Vitamin World’s back-office team to resolve customer issues, which made a huge difference in customer engagement and satisfaction. Visionet’s contact center services include phone, social media,
chat, and email support, product information, complaint management and resolution, fraud prevention, order entry, order fulfillment, and more.

Technology Stack

Call Center | Contact Center
Call Center | Contact Center

Visionet Systems has far exceeded Vitamin World’s expectations. Transitioning our call center 2 years ago was the best decision we made. We have put our call center in the hands of a reliable outsourcing company that manages our business as if it was their very own. I could not have asked for better partners than the team at Visionet”

Maria T. Castagna
Customer Support Senior Manager

Results

  • Handled full workload from the first day

  • 130,000 incoming calls and $1.2 million in telephone sales in first year

  • 91% inbound service level (up 42%)

  • 31% inbound sales conversion (up 7%)

  • 0.6% abandonment (down 21%)

  • 1,400 chat sessions per month

  • 1,100 emails per month

  • 1,500 frauds prevented per month

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