Macy’s – Activity and Contact Tool (ACT)
Context
Macy’s sales associates needed a CRM-style interface to manage customer calls, notes, and follow-ups, especially for wedding registries. Existing tools lacked a clear way to track conversations, preferences, and sales opportunities, limiting efficiency and customer service quality. Sales people at Macy’s needed to be able to follow up with sales calls and help customers with wedding registries. ACT needed a new interface that had notes for each sales call.
Solution
Registry & Contact Management: Designed a dashboard that consolidated customer registry details, preferences, and potential sales value into a single view. Added note-taking and follow-up features, allowing sales staff to capture and act on customer interactions.
Corporate Communications: Built a modular template system for email and phone scripts. Associates could pull approved messaging directly from corporate lists, ensuring brand consistency while saving time during customer outreach.
News & Alerts: Developed an internal announcements module where headquarters could push time-sensitive updates (e.g., promotions, product changes), reducing reliance on email blasts.
Impact
Improved sales follow-up efficiency by providing quick access to customer registry notes and call history.
Standardized communication across teams through reusable email and script templates, reducing training time for new associates.
Increased registry-driven sales by making high-value opportunities (e.g., outstanding registry items) visible at the point of customer contact.
