Business supplies giant implements leading customer engagement
technology, the ONE Engagement Hub, to deliver a customer-first strategy
and achieve long-term customer engagement
LONDON–(BUSINESS WIRE)–Thunderhead, the leader in enterprise technology for customer
engagement, today announces that Office Depot Europe, a business
supplies and services company, has selected the ONE Engagement Hub (ONE)
to improve customer engagement by providing seamless experiences across
each unique customer journey.
Office Depot Europe provides business supplies and services to help
their customers work better, including the latest technology, core
office supplies, print and document services, business services,
facilities products, and furniture. Thunderhead’s ONE Engagement Hub, is
a cloud-based customer engagement platform that surfaces unique customer
insight and journey behaviour. It enables enterprises across all
industry sectors to optimise marketing and customer retention
strategies, and drive conversation-led engagement, building stronger and
more valuable relationships with their customers.
Office Depot Europe has selected the ONE Engagement Hub platform to
future proof its engagement strategy and get closer to its customers by
helping them to better understand and meet the needs of each individual
customer, regardless of where, when, and how they interact with the
brand. Through its advanced listening and learning capabilities, the ONE
Engagement Hub is able to connect online activity and campaign
participation to the call centre agents, equipping them with real-time
insights to help them better serve their customers.
In the first stage of deployment, ONE was able to help Office Depot
Europe recognise – from many millions of interactions – a large number
of customers that previously would have been anonymous, providing
critical journey insights. Office Depot Europe was then able to analyse
key problem areas, such as customer drop-off points, and gain better
insight into customer intent. Based on the results of the first stage
deployment, Office Depot Europe will put strategies in place to
re-engage with customers, promote online self-service, and reduce
customer service calls.
Jonathan Newman, VP eCommerce & Marketing Operations and CIO at Office
Depot Europe, commented: “Thunderhead’s revolutionary ONE Engagement Hub
has enabled us to make a quantum leap in our understanding of how
customers are interacting with our business across every touchpoint. We
believe that by connecting our customer conversations, and having a true
journey perspective, we will see a rapid ROI and improve our
understanding of our customers’ needs and the pain points on their
journeys, and provide better insights into how we can serve them better.”
“Office Depot Europe is a retail trailblazer with its visionary customer
engagement strategy,” said Glen Manchester, CEO and Founder at
Thunderhead. “Engagement is the next frontier for CRM. With the ONE
Engagement Hub we provide a light-touch cloud solution that helps
businesses drive customer engagement and revenue growth through
connected, on-going, and meaningful conversations with their customers,
and we look forward to working with the team at Office Depot Europe on
their long-term vision for customer engagement.”
About Office Depot Europe
Office Depot’s European business is part of its international division.
In Europe, Office Depot is the number one reseller of workplace products
and services with around 6,000 associates and two main brands: Office
Depot and Viking.
The company uses a mix of company-owned operations, joint ventures and
strategic partnerships, with shops in France and Sweden.
Office Depot began operating in Europe in 1990, starting first in the
United Kingdom. In March 1999, our Viking brand launched its first
European website for consumers and businesses in the UK, a pioneering
moment in the industry
Today we are active in thirty European countries. Office Depot has
subsidiaries in Austria, Belgium, Czech Republic, France, Germany,
Ireland, Italy, the Netherlands, Slovakia, Spain, Sweden, Switzerland
and the UK.
Through our European business partners we also serve customers in
Bosnia, Bulgaria, Croatia, Denmark, Estonia, Finland, Hungary, Latvia,
Lithuania, Macedonia, Montenegro, Norway, Poland, Romania, Serbia and
Customers don’t talk to you because they like you, they talk to you
because they need something; they need it now and on the platform that
At Thunderhead we join up web, mobile, high street and contact centre
customer experiences, connecting them with your existing CRM system
giving you a multi-dimensional view of your customers.
Our intuitive ONE Engagement Hub allows you to act on the right customer
need at the right time. For the first time, customer relationships can
be effectively managed at scale.
Now you can interact with customers as individuals. Effortless
engagement just got personal.
For more information about Thunderhead visit www.thunderhead.com.
Tel: +44 (0) 203 642 1124