Confiserie Sprüngli An omnichannel service experience with BSI

The world-famous Confiserie Sprüngli selected BSI as its CRM partner to ensure an end-to-end omnichannel service experience, from its online store to its café. While the 360° customer view elevates service excellence at all touchpoints, it also constitutes the foundation for the company’s loyalty program, called “Petits Plaisirs.”

Image
1000

employees

+100

Mio. Franken Umsatz pro Jahr

29

wholly owned locations

About the customer

With its exclusive assortment of chocolates, desserts and baked delicacies, Confiserie Sprüngli is one of the most renowned confectioneries in Europe and a pioneer in Swiss chocolate.

Customers at the company’s brick-and-mortar stores, visitors to its café, couples getting married and receiving personalized consultations, online shoppers and corporate customers – they all value Confiserie Sprüngli’s high quality and its exclusive product range. Confiserie Sprüngli made the decision to implement BSI’s CRM solution to provide its retail and business customers with a seamless service experience at all touchpoints, from the online store to its café. The goal is to have a comprehensive customer view and create positive customer experiences at all touchpoints. Customers receive targeted offers in the form of newsletters based on the information maintained in the CRM solution. In the company’s offline channels, digital order confirmations and invoices make life easier for customers.

Image

Maurice Ruckstuhl, Head of Customer Service, Confiserie Sprüngli.

We provide the best possible personalized service to our customers. Our customers’ needs are a top priority when it comes to our CRM-based loyalty activities.

The CRM solution from BSI is the foundation for the “One World” concept and a hub for the company’s loyalty program: At all touchpoints, Confiserie Sprüngli has the same information available, applies the same rules and exhibits the same level of professionalism toward its customers – at its traditional stores, in the online store, at its café, by e-mail, phone, in person, via social media and on the Sprüngli Chat option.

Highlights

  • 360° customer view at all physical and digital touchpoints;
  • BSI CRM as the foundation for the “Petits Plaisirs” loyalty program;
  • Seamless omnichannel customer experiences;
  • Broker relationship management;
  • 360° view of sales partner figures and key sales figures;
  • Uniform contact point for agent support.
Image

Maurice Ruckstuhl, Head of Customer Service, Confiserie Sprüngli.

With the CRM, we can apply the “One World” concept: At all our touchpoints, we have the same information, apply the same rules and exhibit the same level of professionalism toward our customers – at our traditional stores, in the online store, at the café, by e-mail, phone, in person, via social media and on the Sprüngli Chat option.

Next Best Action: BSI.

The next best action: Network your goals with BSI.

Marvin Jensen, Creator of Customer Delight

+49 40 180 240 855

marvin.jensen@bsi-software.com

BSI Customer Suite

Provide a truly compelling customer experience with seven products – all in one solution.

bsi.engage
bsi.CX
bsi.CRM
bsi.insight
bsi.ai
bsi.cdp
bsi.eip