Leicester based Opus Trust Communications (OTC) has secured a contract with home shopping group Freemans Grattan Holdings (FGH) in which it will support a digital transformation process to make shopping easier for FGH’s 2 million customers.
OTC has invested £4 million in systems which aim to improve FGH’s transactional processes including a phased introduction of an e-billing system which will reduce operating costs. This will take effect on FGH brands including Freemans, Grattan, Kaleidoscope, Look Again, Curvissa and WITT.
Jillian Maskill, head of customer experience for FGH said: “As a group that trades under a wide range of leading brands with a customer-first mantra, we knew that we had to partner with a credible and capable organisation who we could trust to meet with our customers’ evolving expectations and preferred methods of communication, whilst delivering a seamless transfer of existing services.”
OTC marketing director Richard Farmer commented: “FGH put their customers first and have an innovative approach, which has obvious synergies with Opus Trust’s vision, mission and strategy. Adding FGH to our portfolio of retail clients is further confirmation of our ability to work in partnership with our clients, utilising our OPUS CX technology suite to help them deliver an even better customer experience through well-planned, well-executed digital transformation.”
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