StellaService, a customer service company announced the acquisition of ICC/Decision Services (ICC), an in-store customer experience management programs company including mystery shopping, customer intercepts and customer satisfaction surveys. The acquisition extends StellaService solutions and capabilities into in-store environments for the first time.
As part of the agreement, ICC president and chief executive officer David Rich will join the combined company’s management team as Global Head of Stella Metrics, reporting to StellaService co-founder and chief executive officer, Jordy Leiser. Wayne, New Jersey-based ICC will relocate the company’s staff to StellaService headquarters in New York City. Further terms of the acquisition were not disclosed.
“Brands have been searching for an omnichannel solution that connects the dots between in-store and ecommerce environments and enables them to deliver consistent, high-level service for consumers wherever they shop,” said Jordy Leiser, StellaService’s co-founder and chief executive officer. “By acquiring ICC, we can combine StellaService’s ecommerce platforms with ICC’s in-store expertise to create entirely new omnichannel solutions that drive team engagement, operational improvements, revenue growth and profitability in a way that’s never been done before.”
Through the acquisition, StellaService will offer a new omnichannel product suite which will enable companies to measure and improve operational performance across digital and in-store customer service channels, and to motivate and reward front-line staff.
“StellaService has revolutionized the way online businesses measure and optimize their service experience,” said Rich. “The in-store environment is ripe for this same level of disruption, which is what makes this combination so exciting. Executives at every company are now managing their businesses through an omnichannel environment, so by combining our resources and technologies we can support their omnichannel strategies more effectively, helping them drive revenue and efficiencies across channels as a result.”