baumarkt direkt introduces CRM from BSI

CRM system for order management and service processes with integrated cash register

Products: BSI CRM, BSI Contact Center | Industry: Order Management

The construction market’s do-it-yourself mail-order merchant based in Hamburg will manage its customer service in the future using the software solution BSI CRM. Along with the fashion company Walbusch, another omni-channel vendor has now chosen a cross-channel solution and consistent customer journey.

hagebau.de, on of baumarkt direkt's webshops

With BSI CRMbaumarkt direkt is merging its operative ordering and service processes across all touchpoints. The software completely integrates the company’s phone, e-mail and Internet mail-order sales channels in the CRM. Further channels can be seamlessly connected at any time. All customer inquiries will now be taken care of through BSI CRM. The advantage is that all customer service representatives – regardless of the contact channel chosen by the customer – will have the same 360° customer view and the same guided processes at their disposal. This is an essential basis for a consistently positive customer experience.

“We seek to improve our customers’ service experience and so we have decided to work with the solution from BSI.”

Katja Holst, project manager at baumarkt direkt

Highlights

  • Coverage of the sales-specific processes in the BSI CRM standard.
  • 360° customer view at all touchpoints, from the contact center to the online shop and in the stores.
  • Consistent cross-channel customer experience with no service disruptions – online, offline and combined.