CPM
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Western Union Global Auditing, Training and Merchandising Programme across 32 Markets

 

THE CHALLENGE

CPM and Western Union formed a strategic global agreement to carry out  international  Auditing, Training and Merchandising activities across 32 countries.

THE CPM SOLUTION

CPM have developed a single Master Agreement with Western Union; with client service management executed on a local basis in each country.

CPM field teams in each local market work with independent Western Union retailers, grocery stores and franchised outlets to deliver the following activities:

  • Delivery of in-depth brand knowledge & customer service training to franchised client outlets to ensure the Western Union retailers are delivering superior service that is “Making our Client's Customers Lives Better.”
  • To  provide a visual merchandising service and Point of Sale display material on an ongoing basis .
  • Carry  out regular compliance audit and mystery shop activities to measure customer service levels of each retailer and ensure ongoing performance delivery and improvements.
  • Deliver insight reports on auditing activities and key performance metrics  via the centralised reporting tool created by CPM.

RESULTS / ROI

Unified brand image and high quality service delivery across all Western Union retail outlets covering 32 global markets.

Delivery of insightful online reporting highlighting key areas of customer service improvement; achieved via Compliance Audits & Mystery Shopping activities.

Creation of a single reporting platform to ensure consistency and highlight trends across all markets.

"Global Auditing, Training and Merchandising activities across 32 countries"

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