Walmart improves CSAT by +52% and first‑contact resolution by +51% with an integrated omnichannel strategy
With the One Hallway project, Walmart unified its service experience across On Demand and General Merchandise, reduced operational frictions, strengthened end‑to‑end resolution, and consolidated a simpler, more continuous, and more consistent Customer Service model.
Walmart’s digital operation faced a fragmented experience between business lines, generating duplicated processes, transfers, escalations, and customer friction. The challenge was to evolve toward an omnichannel model capable of unifying service without affecting continuity, compliance, or global compliance guidelines.
Objectives
• Unify the service experience between On Demand and General Merchandise.
• Enable end‑to‑end resolution in a single contact.
• Adapt CRM and workflows to provide full visibility of customer history.
• Redesign returns and simplify processes for the user.
• Execute a gradual migration without impacting service stability or quality.
A Customer Service strategy to simplify the experience
Pentafon participated in the design and implementation of One Hallway through an approach centered on integrating people, processes, and channels. The strategy relied on four pillars: customer service as the core of transformation, a multiskill model for end‑to‑end resolution, gradual and controlled implementation, and operational resilience with redundancy across providers.
Implementation included early standardization of voice and WhatsApp menus, harmonization of contact reasons, cancellations, and returns, intensive training for multiskill agents, and progressive rollout of the model—starting with 1% of traffic and scaling to 100%. This reduced the adaptation curve, maintained operational stability, and ensured a seamless experience for the end customer.
Results
• +51.7% FCR Voice
• +26.8% FCR Digital
• +51.8% CSAT Voice
• +26.8% CSAT Digital
• 100% Intraday adherence to dimensioned SL
• 100% Intraday adherence to dimensioned ABA
• 101% Staff adherence by shift
• -100.0% Penalties
• +1.1% eNPS
• -16.7% Attrition
• +4.0% Revenue compliance
This case stands out because it transformed a fragmented operation into a simple, continuous service experience—not by relying solely on technology, but through a comprehensive reconfiguration of processes, roles, and operating model. Pentafon solidified its position as a strategic partner for Walmart by enabling the omnichannel experience early, ensuring stability throughout migration, and positioning itself as the best contact center compared to other providers. Due to its impact, this case won the Best Customer Service Strategy category at the IMT 2026 National CX&EX Awards.
Do you want to transform your customer service operation with a simpler, more efficient, and more consistent omnichannel strategy? At Pentafon, we design models that turn operational complexity into real business value.