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GNC shifts customer contact center to cloud

GNC is conducting customer service operations in the cloud.

GNC is ensuring it can stay up to date with the latest developments in customer contact center technology.

The vitamins and supplements retailer is utilizing the cloud-based UJet Contact Center as a Service (CCaaS) platform as the backbone of its omnichannel, customer service operations. As a result, GNC hopes to leverage the heightened flexibility of the UJet cloud platform to more easily implement new, innovative customer service solutions and integrate with best-of-breed customer experience tools.

GNC intends to have its customer contact center platform grow along with the company, supported by best-of-breed product integrations and cloud flexibility. In addition, UJet customer contact center technology is supported by the vendor’s CX Intercloud cloud-to-cloud failover solution to help ensure availability of customer support services.  

“We are focused on a consumer-first mentality with our business centered on our customers and what they need to achieve health and wellness goals,” said Scott Saeger, CIO, GNC. “Supporting our customers and distribution partners with a superior level of customer service is what sets GNC apart in a highly dynamic environment. It’s vital to our success and we’re confident UJet will help us to sustain and strengthen our connection to our consumers.”

“Today’s forward-thinking enterprise organizations are making customer experience a competitive advantage with UJet, future-proofing their contact centers to keep pace with customer demand and product development,” said Vasili Triant, COO, UJet. “The agility of UJet’s cloud contact center allows companies to remain ahead of customer service trends and pursue an aggressive growth and expansion strategy through a rapid pace of product innovation.”

GNC strengthens omnichannel customer experience

GNC is following a broader strategy to provide the best omnichannel customer experience possible. Other examples of this strategy include 

On the order management side, GNC deploys the Verint Experience Management platform to capture actionable and diagnostic digital experience data to drive enterprise-wide improvements. The company also uses the solution to help gain a deeper understanding of customer and employee sentiment and behaviors with improved access to customer data. 

And with the cloud-based order management system (OMS) from enVista, the retailer is obtaining enterprise inventory visibility. GNC has a single view of the customer, inventory, order, item, and payment across the enterprise, enabling it to better deliver a consistent, customer-centric brand experience across all channels and locations. In addition, the retailer has expanded its dropship program by 400% with enVista’s dropship solution. 

GNC operates more than 3,000 stores in the U.S. and Canada.

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