Pfister peps up its customer service with BSI CRM

Möbel Pfister AG introduces BSI CRM. With a networked range of mobile and online platforms and 20 branch stores, the service leader aims to further expand the possibilities of digitalization of the shopping experience for its customers. BSI CRM shall serve as the basis for this by providing staff with access to the relevant data, through enabling customer recognition across channels and by making it possible to address their concerns easily, quickly and effectively.

Niklas Meise, Strategy and Corporate Development Manager at Pfister

Pfister is present throughout Switzerland with its pfister.com online platform and 20 branch stores. There are currently over 20,000 products available online and countless products that can be individually configured, with new ones added daily. This makes Möbel Pfister AG the largest online provider in the furnishings market.

The interplay of aesthetics, craftsmanship and a distinctive customer focus has played a crucial role since the company’s founding in 1882. Pfister has continually built upon this service leadership through the years. This customer focus is now being bolstered with a CRM solution which facilitates a contemporary, cross-channel customer dialogue across departments and touchpoints. “With BSI CRM, our employees in the branch stores, in customer service and in the back office have a modern tool at their disposal which provides them with a 360° customer view, a seamless customer history and the integration of all touchpoints,“ explained Niklas Meise, Strategy and Corporate Development Manager at Pfister.

Cross-channel strategy enhances the shopping experience

Pfister is pursuing a cross-channel strategy with an eye towards offering an optimal service range in the future. Towards this end, Pfister is reaping the potential of digitalization, which enhances a positive shopping experience for its customers. This includes the central CRM solution, which offers an improved service experience as well as proactive marketing and sales support.

In an initial step, BSI CRM was introduced to staff in customer accounting, which now handles all customer inquiries through the CRM solution. This will be followed up by making BSI CRM available to employees in the branch stores, the warehouse, delivery support and in customer service. Pfister will also launch a mobile supplier delivery platform to proactively support customer service.

“With BSI CRM, our employees in the branch stores, in customer service and in the back office have a modern tool at their disposal which provides them with a 360° customer view, a seamless customer history and the integration of all touchpoints.“

Niklas Meise, Strategy and Corporate Development Manager bei Pfister

Processes depicted in the system

“The processes are know-how intensive, and so far have been retained in the minds of employees and not depicted in a system. In the future, we can optimally design processes across departments from the customer perspective and act in real time, more rapidly identify concerns and improve throughput times,” according to Niklas Meise. In addition, certain work procedures can be automated so that customer concerns can be processed more efficiently and potential errors can be eliminated. “BSI has developed a good standard for cross-channel providers like Pfister. We will work as closely as possible with the standard, which also matches our IT strategy,” explained the CRM expert.

 

Practical tool for staff

With BSI CRM, staff has a tool at its disposal that makes their work easier while boosting their efficiency. Users particularly appreciate the practical functionalities that ease their daily work, the clear 360° customer view, the simple search function and the integration of touchpoints.

Monika Freiburghaus, Project Manager at BSI, is pleased. “We are glad that we worked with the Pfister team through the GoLive and mastered the dress rehearsal for the big rollout this summer.” And added, “It is nice to see employees working with the tool and smiling after half a year of development. We are already looking forward to continue with our excellent collaboration.”

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