Customer service significantly improved with centralized platform
The Challenge
Our client is a leading provider of high-quality jewelry and premium watches. As a globally active and growing company, it was faced with the challenge of ensuring an efficient flow of information between the individual business units, even with increasing customer and service inquiries. The aim was to reduce the processing time per inquiry and thus significantly increase the efficiency of the service teams.
Our solution
All relevant data for service requests has been brought together on a central platform, which improves processes and saves working time. The integrated CRM platform promotes collaboration between marketing, sales, customer service and IT and provides a quick overview of all important data. The project team handled the entire integration, from license acquisition and technical implementation to training and consulting.
The result
The consolidation of the individual systems significantly reduces the average processing time for a service request: customer inquiries can now be processed up to 250 percent faster. Fewer systems also mean less susceptibility to errors. Maintenance and support costs have been reduced by up to 30 percent. The integration project was successfully completed after just seven weeks – just in time for the important Christmas business.
The most important facts in brief
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