With an integrated omnichannel operation, Sephora strengthened the customer experience, improved first‑contact resolution, reduced abandonment, and consolidated a more governed, traceable, and efficient model.
Sephora’s Customer Service operation needed to evolve toward an omnichannel model capable of absorbing business growth, commercial peaks, and multichannel complexity without compromising service levels, costs, or operational control.
Objectives
• Evolve the operation toward an integrated, governed, and secure omnichannel model.
• Improve customer experience and first‑contact resolution.
• Reduce voice abandonment and strengthen continuity between channels.
• Guarantee traceability, context, and real‑time operational control.
• Scale the operation without increasing costs proportionally.
An omnichannel strategy to operate with more control and consistency
Pentafon transformed a multichannel operation—efficient on its own—into a unified operational ecosystem. The strategy was based on centralized interaction governance, service design from the customer experience perspective, evolving the agent role into a multiskill model with full context, and operational control supported by real‑time data.
Implementation was executed in stages, with clear routing rules, channel unification into a single screen, training for end‑to‑end resolution, strengthened security controls, and intensive post‑implementation monitoring. This eliminated channel breaks, reduced rework, and enabled a smoother, more consistent experience.
Results
• 99% CSAT
• +13.1% FCR
• -51.0% Voice abandonment
• +9.1% Voice service level
• 98% Voice quality
• 99% Quality in asynchronous channels
• -50.0% Attrition
• -64.0% Absenteeism
• +25.5% Agents with performance above 80%
• +29.3% Growth in operational bonus
• +14.0% Profitability compliance
• +13.0% Revenue compliance
This case demonstrates that omnichannel strategy generates value when it is integrated as an operational model and not just a sum of channels. Pentafon helped Sephora transform a fragmented operation into a more consistent, measurable, and scalable structure, with clear improvements in satisfaction, resolution, and efficiency. For this reason, the case won the Best Operations Strategy category at the IMT 2026 National CX&EX Awards.
Do you want to transform your operation with an omnichannel strategy that improves experience, resolution, and efficiency? At Pentafon, we develop scalable models that convert operations into real business value.