2008-07-31 MySQL Case Study

H&M Rowells Increases Call Center Efficiency with MySQL-based Cention System.

H&M is a major worldwide retailer of fashion and cosmetics. With more than 1,000 stores in 20 countries, the company has over 40,000 employees. In Scandinavia, H&M Rowells employs more than 200 persons in a call centre covering markets in Sweden, Norway, Denmark and Finland. The call centre staff manages more than two million customer contacts annually, mainly through phone and e-mail. By deploying the MySQL-based Cention Contact Center, H&M Rowells has increased the number of e-mails processed per hour by approximately 25% while actually improving the customer perception of H&M service quality." Download the PDF »