SDG selects CDMS for searchable virtual catalogues

Shop Direct Group (SDG) has selected CDMS to produce searchable catalogues for its contact centres.

CDMS works closely with SDG's marketing and publishing team to put together the catalogues for publication throughout the year.

In order to do so, the marketing solution provider has a dedicated print management and creative team that utilises the latest technology for online proofing, digital asset management and production print.

Once the catalogue is signed off to be printed in hard copy, it is at this point that the digital file is produced by CDMS, which will eventually become the virtual book.

Programming the file to allow photographs to be magnified, pages to be flickable and text searchable is all carried out by the team at CDMS.

The virtual book is identical to the printed version.

Since using virtual books, SDG has seen a numerous benefits in contact centre service provision.

The greatest impact has been on the ease of providing relevant information to the customer.

CSRs are now able to access the relevant page in real time without having to leave the customer on hold or schedule a call back in order to find a hard copy publication.

Moreover, the virtual book provides additional benefits that were not available with the print editions.

Simple navigation, bookmarks and the ability to search for products based on brand, product name, catalogue code or page numbers lead to faster call-handling times.

Notes can be added to pages within the virtual book to allow for information useful to the adviser to be displayed alongside the product (previously the adviser would have to check against a hard copy list).

The zoom facility on the images means that advisers can better describe the image to customers from their digital copy.

Advisers can display detailed product knowledge such as what a motif says on a t-shirt, whether a top has diamante, what the neckline is like, whether the dress is trimmed with lace, and so on.

An additional benefit of producing virtual books is the reduction in environmental impact achieved through the paper savings.

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