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.”
Success Story
An omnichannel service experience with BSI
Success in numbers
1000
employees
+ 100 million CHF
turnover per year
29
wholly owned locations
"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."
About the project
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.
"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."
Retail solutions
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