Petrovich Trading House was the first Russian full-line DIY retailer to implement a fully-featured omni-channel service using Noda Omni-Channel. As of year-end 2017, Petrovich increased its turnover by 20% and became second only to Leroy Merlin, overtaking the German OBI (INFOLine, 2017).t
Noda Omni-Channel enables the company to pool all customer calls coming in through various channels into one queue and handle them in a single interface: to contact the company, customers can phone, e-mail, use a chat, or leave a callback request. Moreover, a complete history of contacts is stored in the system, allowing to analyze customer experience across various channels, and ensuring seamless transfer of the customer's query from one channel to another. For Petrovich, the most prominent result of deploying a highly efficient omni-channel service was a stable increase of the contact center's share in the total sales: at present, it constitutes 35% of the company’s aggregated retail sales.
Earlier on, the Noda Omni-Channel project for Petrovich was included in the short-list of the European Contact Centre and Customer Service Awards.
The СХ WORLD AWARDS prize-giving ceremony took place on April 18, 2018 at the Renaissance Moscow Monarch Centre Hotel.