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02/14/2022

Sewing Retailer SVP Worldwide Elevates Customer Service Skills

Consumer sewing machine company SVP Worldwide is refining its customer service capabilities to meet today’s new consumer demand.

The company, which includes such brands as Singer, Husqvarna Viking, and PFAFF in its portfolio, has upgraded its point-of-sale and CRM platforms to help navigate its pandemic-relates sales surge and better connect with in-store shoppers. SVP partners with Oracle Retail for its Xstore Point-of-Service technology, enabling associates in its 171 stores to use their mobile devices to step away from a fixed cash register to assist consumers.

The upgrades are helping the company both level-up its CX skills and amplify marketing efforts for more personalized experiences, including with its gift cards and promotions for new and existing loyalty program members.

[See also: Consumers Will Define Convenience, Not Retailers]

“Our brand's commitment is to inspire and delight our creative customers around the world,” said Kevin Blanchard, CIO at SVP Worldwide. “By bringing agility to the customer experience, we can deliver a more fulfilling shopping experience in our stores. From an operational point of view, this project allows us to incorporate the needs of our store associates while lowering support and hardware costs.”

SVP Worldwide, which operates through SVP-Singer Holdings, Inc. and its affiliates, says it accounts for approximately one out of every three sewing machines sold globally. 

Editor's Note: This first ran in sister publication CGT.