In an effort to consolidate its platform, Essendant migrated their JanSan buyers to their sophisticated office supplies platform. While doing so, they did not effectively communicate about the transition to their buyers nor did they provide alternates to their products. This resulted in poor customer experience that lead to a drop in sales and a low NPS (Net Promoter Score). They recognised the need to improve coverage of their product alternates.
Implementing Ugam's data-driven approach, Essendant was able to improve coverage of the alternates which resulted in a dramatic improvement in their NPS.
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