Case Study - Chanel, INC.

Introduction

CHANEL, Inc. is a world-renowned high fashion house known for its chic luxury products ranging from accessories and clothing to makeup and fragrance. Chanel has built a reputation as the epitome of feminine sophistication. What started as a petite boutique in 1909 in Paris, France offering extravagant hats, grew into an internationally known couture brand. Today, Chanel is best known for the ‘little black dress’, fragrances, and the Chanel suit. The company’s logo and distinct style have become recognized and iconic throughout the world.

The Concern

Chanel planned to complete the renovation of their New York City and New Jersey offices in 2016 and wanted to simultaneously partner with an outsourcing provider for their back-office support functions. Prior to working with IST Management, Chanel’s major problems were:

• Mail, reception and hospitality operations performed with limited technical support. 
• Limited accountability process.
• Quantifying the success of the support team was either outdated or not implemented.

Lost or misdelivered mail can be costly for any company without technological support and the deficit in accountability was especially problematic due to the high-value items handled by Chanel. Intelligent cost-saving measures are difficult to make when you don’t have current reporting data because there is always a lag time between discovery of a problem and the resolution.

The Solution

Partnering with IST to handle outsourcing procedures immediately saved Chanel time, money and hassle.



• IST created a staff of experienced IST employees transferred from other IST sites, Chanel legacy employees and new hires. 
• The combination of industry insiders, along with IST best practices in each support area, worked in rhythm to recreate a unique Chanel workflow. 
• Site-specific SOP’s were generated that tailored every aspect of operations to Chanel’s classic image and culture.
• IST also implemented our proprietary web-based IST-Suite software and systems to add accountability to every process: 
• Detailed package tracking 
• Mail sorting with 99.9% accuracy 
• Online project status updates.

The Partnership

The partnership between Chanel and IST serves as a testimony to IST’s ability to cater to the specific needs of any brand. However, it is not just the superior technology that makes IST so appealing to clients, it is the exceptional customer service that maintains the relationship with clients. Since implementing services at Chanel our specialized processes have afforded our contracted staff the time to seek out more areas where we can be of service without increasing our monthly billing amount.

At IST we work with high-ticket luxury goods and everyday casual retail products. We are proud to support and foster the brand culture of each individual client.

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