Lifecycle management at Globus

Swiss department store relies on BSI CRM

Product: BSI Contact Center | Industry: Retail

Globus & Herren Globus, the innovative, upscale Swiss department store commits to BSI CRM in its contact center, sales area and its employee apps. The aim to achieve comprehensive lifecycle management and the expansion of individual services on the basis of the holistic customer view.

With its 13 Globus and 23 Herren Globus locations and its online shop, Magazine zum Globus is dedicated to making shopping a special experience. Together with BSI, Magazine zum Globus is now leading the topic of CRM into the future. “Our goal is to strengthen the loyalty program and to promote lifecycle management in order to be able to offer our customers personalized services and relevant offers,” explained David Spray, Head of Marketing & Data Applications at Magazine zum Globus.

CRM from the contact center to the cash register

The cross-channel approach integrates both the contact center and the branch locations. Staff in the stores, the lounges and the concierge service have a mobile end device at their disposal which serves as a digital sales and service assistant. Employees can easily access a range of services, view the watch lists from the e-commerce platforms and choose delivery options.

Multistage rollout

“With BSI we can rely on a Swiss partner with Swiss infrastructure to take on operation of the CRM and replace several platforms,” explained David Spray, who went on to add: “This will enable us to substantially optimize our costs; we receive greater functionality with improved service with similar costs.”

“We will be able to substantially optimize our costs.”

David Spray, Head of Marketing & Data Applications

BSI is a strong partner in the operative CRM field, one that need not shrink in the face of international competition, David Spray stated in explanation of the company’s choice of BSI: “The implementation team particularly convinced us. The integration is taking place with people who know the product and who helped develop it.”

To be rolled out in an initial phase will be the loyalty program, including the application process and the underlying communication. Following in a second phase will be the complete introduction of BSI CRM and replacement of the old system. Further phases and extension stages are planned for the coming year.

“We are receiving greater functionality with better service at similar cost.”

David Spray, Head of Marketing & Data Applications

Highlights

  • 360° customer view at all touchpoints (PoS, cash register, contact center, online shop, app)
  • Cross-channel customer care (watch lists, delivery options, individual services)
  • Lifecycle management (personalized services and offers)

More about Globus

Globus & Herren Globus, the innovative, upscale Swiss department store commits to BSI CRM in its contact center, sales area and its employee apps. The...