Fundamental Solutions for Retail & Hospitality

When it comes to a superior customer experience, retail and hospitality companies have found that empowering employees with new technologies and improving operations have led to increased customer satisfaction and is critical to success.

Customer experience goes far beyond customer service and, in an economy where customers are unceasingly digital, social and mobile, companies must be on top of trends. CGS supports global clients in creating a seamless, personalized, real-time experience that is secure, convenient and delightful. Our Enterprise BPO, Learning and suite of Supply Chain technologies provide fundamental solutions.

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Providing Connected Guest Experiences

Today’s digitally savvy customers demand customized experiences in person and online.

By incorporating new digital technologies, businesses are building a one-to-one connection between employees and customers, but providing the technology is only the first step. Top hospitality companies know that they need to:

  • Give associates access to the help and support needed to make the most of digital and social devices
  • Provide training in both technical and soft skills
  • Ensure technology infrastructure is robust enough to handle new digital tools that create memorable experiences  
  • Help employees build and nurture a large, loyal customer base

CGS’s customer support, help desk and technology outsourcing solutions will help with the task.

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Ramping up employee performance

Industry-leading hospitality companies know that putting emphasis on employee success and satisfaction leads to better customer experiences and builds customer loyalty, however, employee turnover in hospitality is among the highest across industries.

CGS helps clients get employees productive faster with help desk services that can aid associates with new tech setup and familiarization. We can support all of your employees’ technology needs—from a single location, no matter what language—without sacrificing quality. 

Ensuring employees have the necessary tools, training and support to do their jobs well is critical to success. At CGS, we specialize in developing customized learning programs, on-line, instructor-led and blended, so employees can get onboard faster, and stay focused on growing the businesses and keeping customers happy while growing professionally.

Discover our Learning solutions

Supporting Technology Expansions and Rollouts

Technology for the Retail & hospitality industry is diverse, with complexity increasing each year – from new hardware such as touchscreen POS, to smartphone apps, to loyalty systems, kitchen displays and beacon technologies.  Companies need comprehensive roll-out plans and impeccable support 24x7x365 to ensure technology investments are optimized.

CGS can manage all of your technology and IT projects seamlessly across locations.

We can also prepare employees to use new technologies through training programs that reach across your organization. This helps to instill best practices and get staff up to speed quickly to reach important work milestones.

Outsourcing your help desk to CGS alleviates stress on IT while empowering employees to embrace new technologies.

Learn about IT Services Outsourcing
Help Desk Solutions

A help desk team is the human face of your company’s support system. To keep your company running smoothly and efficiently, your support team must be highly professional and competent. CGS agents are experts at tier1-3 and issue resolution for POS systems, hardware troubleshooting, software and custom application support. Our teams are problem-solvers, not script-readers, and possess the knowledge and skills to handle your employees’ changing technology needs. 

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Help Desk Solutions
Technical Support
Technical Support

Our tech support solutions use best practices developed over 20 years of resolving a broad range of technical issues for world leading PC makers, telecommunications, high-tech and consumer electronics companies. We’re adept in the leading help desk systems like ServiceNow so we’re compatible no matter what tools you use. And CGS tech support staff deliver 80% or better first call resolution on everything from simple questions to advanced product support all from our state-of-the-art centers.

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On-Premises Managed IT Services

As your company grows or your industry evolves, so do your technology needs. The key to staying ahead is being proactive and enlisting the support of experts who can design and monitor solutions for your specific needs. Partnering with an IT solutions provider frees up your internal teams and can result in cost savings. CGS clients achieve an average 20-30% savings on infrastructure while also reducing server issues 34% in just over 3 months.

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On-Premises Managed IT Services
Blended Learning
Blended Learning

There is no "one size fits all" for Learning solutions, and the same is true even within the same company across different department, teams or locations. For the best results, CGS builds out Blended Learning Solutions that are tailored to the specific goals of your organization. These solutions are a mixture of online and off, and can include a variety of formats and as well as a diverse range of content.

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Deskless Workers

Specialized content creation tailored to growing audience of deskless workers

Analytics

Millions of transactions monthly to demonstrate training ROI

Localization

Curated content that includes localization and translations for global markets

20+ Languages Supported

Including: French, German, Hungarian, Italian, Spanish & Romanian

Concept-To-Consumer

Manage everything from customer orders to deliveries, planning to production, raw materials to finished products

Delight Customers

Product assistance, order support, reservations, loyalty programs, facilities support, POS support, restaurant (QSR)

50M+

50+ Million Call Center Customer Interactions Annually

75-85%

75-85% First Call Resolution

$40B+

Our Supply Chain Solutions Support $40 BN+ Of Annual Retail Sales

Tommy Bahama

“Great thing about CGS is that they’re very versatile, and people know our company very well, and when we have a unique situation, we reach out to them, perhaps do a design session with them, and they know that product so well, and they know Tommy Bahama. So, they will help us align what is possible in BlueCherry, with what we need to run our business. So, that’s been a tremendous, tremendous value.”