Agreement with IBM to provide a significant upgrade in technology and
processes
TORONTO, Jan. 15, 2014 /CNW/ - Sears Canada Inc. (TSX: SCC) announced
today that the Company has entered into an agreement with third party
vendor IBM to externally reassign the work currently performed at three
internal Sears Customer Contact Centres. The move to a third party
will enable Sears to realize significant capability upgrades which will
result in better processes, controls and tracking and an overall
improvement in the customer experience. The transfer of responsibility,
designed to be seamless to customers, will take place over the next
nine months and affect 1,345 associates.
"The changes we are making to our Customer Contact Centres will allow us
to streamline the support structure of our organization while enhancing
the overall customer experience," said Doug Campbell, President and
Chief Executive Officer, Sears Canada Inc. "Our partner will bring
tools and technologies that will allow us to operate more effectively
without the ongoing investment in and maintenance of legacy proprietary
systems. This will provide our customers with the benefits of
up-to-date technology and enable us to focus on our core retail
business, the area where we believe we have the greatest opportunity to
maximize the value of the Company."
For those who are leaving Sears, career transition support will be
provided to assist in preparing for and obtaining their next role
outside of Sears.
The Company is also initiating a reorganization and simplification of
its logistics organization intended to drive optimal performance by
leveraging tools and technology that will streamline business
processes, which will result in an additional staff reduction of 283
associates effective immediately.
"These types of decisions are not made without considerable thought and
deliberation," added Mr. Campbell. "We are planning for the future of
Sears Canada and taking steps now that will allow us to continue
serving customers as a viable national retailer coast to coast in
stores and through our Direct channel now and in the future. In this
case, we firmly believe that these changes are necessary and will allow
us to better serve our customers. I thank those leaving Sears for
their contribution to the Company and wish them all the best in the
future."
Sears Canada is a multi-channel retailer with a network that includes
181 corporate stores, 241 Hometown stores, over 1,400 catalogue and
online merchandise pick-up locations, 101 Sears Travel offices and a
nationwide repair and service network. The Company also publishes
Canada's most extensive general merchandise catalogue and offers
shopping online at www.sears.ca.
Although the Company believes that the forward-looking information
presented with respect to the outsourcing initiative is reasonable,
such forward-looking information involves known and unknown risks,
uncertainties and other factors which may cause actual results,
performance or achievements to be materially different from any future
results, performance or achievements expressed or implied by the
forward-looking information, and undue reliance should not be placed on
such information. The forward-looking statements in this release are
made as of the date hereof. The Company does not undertake any
obligation to update publicly or to revise any forward-looking
information, whether as a result of new information, future events or
otherwise, except as required by law.
SOURCE Sears Canada Inc.
