BSI CRM at all Confiserie Sprüngli touchpoints

Customer excellence from the online shop to the café

Product: BSI CRM | Industry: Retail

World famous Confiserie Sprüngli has chosen BSI as its CRM partner. The goal is to offer a consistent omnichannel service experience from the online shop to the café. The 360° customer view fosters service excellence at all touchpoints and, at the same time, forms the basis of the “Petits Plaisirs” loyalty program. 

Maurice Ruckstuhl

Customers at the shops, café visitors, wedding couples seeking personal consultation, online shoppers and corporate customers all appreciate the high quality and the exclusive product range offered by Confiserie Sprüngli. To provide both private and corporate customers a seamless service experience across all touchpoints from the online shop to the café, Confiserie Sprüngli chose to introduce BSI CRM. The aim is to ensure a holistic customer view and positive customer experiences at all contact points. Confiserie Sprüngli seeks to get to know its customers better in order to serve them better, faster and more individually. The focus is on customers with their interests and preferences.

“The cross-channel 360° customer view grew in importance with the launching of our 'Petit Plaisirs' loyalty program.”

Maurice Ruckstuhl, Customer Relations Manager, Confiserie Sprüngli

“One world” through CRM

BSI CRM forms the basis of the “one world” concept: Confiserie Sprüngli has access to the same information at all touchpoints, applies the same rules and presents the same professionalism to all customers – at the sales points, in the online shop, in the cafés, per e-mail, on the phone, personally, through social media and in Sprüngli chat.

Highlights

  • 360° customer view at all physical and digital touchpoints
  • BSI CRM as the basis for the “Petits Plaisirs” loyalty program
  • Seamless omnichannel customer experience

More about Confiserie Sprüngli