Walbusch Award-winning multi-channel mail-order solution
In collaboration with BSI, Walbusch, the department store retailer, implemented a CRM multi-channel mail-order solution that encompasses all operational order and service processes.
Walbusch, the family business with headquarters in Solingen and stores in Austria and Switzerland, was established in 1934. It appeals to quality-conscious customers who value comfortable and high-quality clothing. While the department store’s focus has been on its mail-order business, it relies increasingly on the combination of mail-order, online store and specialty stores.
Our employees in customer service benefit from the CRM solution. With its focus on processes, the software lightens our agents’ workload tremendously.
About the project
Together with BSI, Walbusch is pursuing a CRM multi-channel mail-order solution that merges all customer interfaces centrally.
- Fully-integrated CRM: In addition to its mail-order channels, including phone, written order entry, e-mail and online shop, Walbusch also integrated the POS software at its stores into BSI. This integration gives all employees – in the contact center, at the POS and in the back office – the same 360° view of the customer, and everyone uses the same processes.
- Identifying and knowing the customer: With a convenient search function, Walbusch employees can identify customers even without their customer card or customer number and view their customer history. They know the individual advertising pieces and e-mails a customer has received, whether they assist customers in the contact center or at a Walbusch store. Cross-selling is promoted with images and content about suitable clothing.
- The multi-award-winning multi-channel solution: The Golden Headset Award 2015, the Swiss CRM Award 2015, the CCV Quality Awards 2014, and acquisa’s Best Practice Awards 2014 have recognized the consistency of Walbusch’s operational order and service processes. The innovative approach of including the POS cash registers in the BSI CRM integration was particularly well received by the jury.
BSI for Retail
BSI will support you with seamless processes along the customer journey from the cash register to the contact center.