About CSN Stores
CSN Stores is a US-based specialty retailer that sells top-quality branded products in under-served specialty categories. The growth and success of CSN Stores is based on very straightforward principals: offer a wide selection, low prices and provide great service. CSN provides 24-hour service through an online Internet based systems that allow customers to browse product selection, place orders, check the status of orders and track packages.

• Racks and Stands -- Audio/video furniture
• Mounts and More -- TV mounts, projection screens and AV carts
• Teak, Wicker and More -- casual outdoor and patio furniture
• Cases and More - travel cases and case accessories
• CSN Supply - office, classroom and computer lab equipment Bedroom Furniture Direct - bedroom furniture
• CSN Office Furniture - office furniture for your home or business Peerless Central - full line of products from Peerless Manufacturing Bretford Central - full line of products from Bretford Manufacturing

The Challenge
CSN has been operating for over 2 years and is enjoying consistent growth that recently resulted in a move to bigger location at Two Copley Place, Boston, MA. The growth in business also resulted in more electronic communications with customers. The president of CSN, Niraj Shah, found that their original method of handing email inquires was becoming less productive and starting to show a negative impact on their goal for striving for customer service excellence. As emails arrived, multiple copies of the same email would be sent to several staff. Emails would then be assigned to staff via verbal instructions. As the volume of daily email grew, it became increasingly difficult to keep track of who was replying to which emails.

The Solution
After reviewing the feature set of Response Manager, Niraj realized that they could quickly resolve their inbound email challenge. Response Manager now insures that the ownership and responsibility of every email has been assigned to appropriate staff and tracking of those emails is readily available in real-time.

Ease of Integration
It was also very important that the customer email communication could be linked to the customer record file that existed in the existing Customer Service System. The CSN Store technical team found it very easy to accomplish this task by building a nightly batch routine that does a look-up of the email address for the daily emails that have arrived inside Response Manager and then does a match to the customer record. An entry is then inserted into the customer record file that provides the agent with the ability to double click and receive the entire email communication history directly from Response Manager

For more information contact: 416.239.4826 x242
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