Retail The CRM solution for mail order, online and retail businesses

Your challenge in this digital world is to delight your customers on every channel. BSI will support you with end-to-end processes along the customer journey – all the way from the cash register to the contact center. It provides a combination of POS software, order management software, customer service, intelligent automation, and classic CRM that has won multiple awards.

These companies also trust BSI

Acquiring new customers via social media

On social media, you find your target group where its members prefer to be. Using lookalike audiences, you can accurately reach the right individuals. Needs-oriented, relevant content achieves high conversions and minimizes scatter loss.


Improved efficiency with character recognition

Make use of the opportunities Natural Language Processing (NLP) offers. Increase your efficiency with AI-powered character recognition and cut costs significantly. It’s possible with NLP.


Enhanced service experiences with digitization

As digitization moves forward, excellent service is becoming increasingly important. Whether customers make a purchase decision, have a complaint, or obtain advice, service experiences determine whether a sale will occur and whether your customers will continue to be loyal to you. BSI will help you digitize your services on all channels.


Customer satisfaction

With BSI, your customer surveys no longer need a start date or end date. Instead, your surveys are part of the customer journey. Whether you want to measure your NPS, SCAR, or CES: Implement fully integrated, automated surveys with BSI. This connectedness ensures that you will always keep an eye on the most significant KPIs and can derive targeted measures based on them.


Gaining brand ambassadors

Customer loyalty does not develop when a product or service meets customers’ expectations, but when it significantly exceeds their expectations. To identify the added value that delights your customers, you must know their needs and align your products and services with those needs. Because delight is the potion that inspires loyalty.


Omnichannel software for your contact center

Products are becoming more and more similar and prices more and more transparent. Increasingly, the level of customer service provided determines customer satisfaction and loyalty. The good news is that it is relatively easy today to become a service champion: With BSI you will delight your employees and customers at every touchpoint – and leave your competition far behind.


Niklas Meise, Strategy and Corporate Development Manager, Möbel Pfister AG

The CRM from BSI gives us a 360° customer view, a seamless customer history, and the integration of all touchpoints.

A win for our customers

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Higher cross-selling and upselling rates



newsletter subscription rate

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reduction in material costs

Influencer management Efficient influencer management – where everyone benefits

Influencer marketing is becoming increasingly important. Therefore, companies need to do influencer management right. We will show you how to best set up, implement and report on your partnership with influencers so you can combine data-driven optimizations with the influencers’ emotional pull – for delighted end customers.

Digital und analog CRM for retail

With BSI, you can align yourself fully with your customers. This means bringing together all touchpoints, winning over your customers online and at your point of sale, and serving them in a personalized manner. A solid omnichannel strategy and a CRM solution with AI-based automation, which we offer for mail order, online and retail businesses, are essential to this approach.

Customer journey management Customer Service 4.0

It is the seemingly insignificant events that herald a significant change in a customer’s life. An address change, for example. What is the story behind it? And also, what opportunities does it present? With BSI, you can transform a nominal moment like this into an emotional experience that will delight customers.

Artificial intelligence Service automation

To provide service that is personalized is more critical than it has ever been. BSI’s AI will help ensure that you can engage with your customers individually, even with a large customer base. Regardless of the nature of your customer’s issue or request – BSI will recognize it and automatically create personalized replies. Once they are trained, customer journeys designed with AI get better and better.

Omnichannel Many touchpoints, one customer profile

Your customers are channel hoppers: On the way to buying or ordering something, they get information through various channels. With BSI, all your touchpoints are combined in one solution: phone, e-mail, chatbots, live chat, web form, voice, WhatsApp, letter, social media or self-service portal, and cash register system. For a customer experience without limits.

The trigger-based customer journey Fewer cart abandonments and more conversions

Lower your cart abandonment risk with online trigger-based customer journeys. BSI CX lets you respond very precisely to patterns in customer behavior. Its automation triggers let you send the best possible message at exactly the right moment. Using this approach, you will boost your conversion rate and ensure a memorable customer experience.

How retailers benefit from AI

  • Smart text recognition: Artificial intelligence automatically recognizes content and customer inquiries in text and speech. It suggests the right processes and next best actions either to your customer using a self-service option or to your customer advisor in customer service.
  • Upselling and cross-selling: By analyzing customer data and interaction histories, the solution reviews the customer’s order situation and determines the next best offer.
  • Shopping cart abandonment as an opportunity: It is a classic case: A customer has a full shopping cart but then abandons it. AI will make recommendations about how you might convince the customer to buy your product after all.
  • Customer data changes: You can use requests such as address changes to delight your customer with personalized services. AI determines the best time to contact the customer, the right channel, and the right content.
  • Shipment tracking: With intelligent shipment tracking, AI decides whether the situation is a simple status check or a mixed case (such as a complaint, order change, etc.), which needs to be transferred to the right team. And at the same time, it even sends an automated and suitable response.
  • Discover AI
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Michael Klötzli, Head of Customer Experience & Operations at Globus

With BSI’s digital assistants, we can provide first-class service to our customers at any touchpoint.

«To engage with customers proactively in their own environment, from where they make their inquiry, and to accompany them on their customer journey based on an in-depth understanding – that is the definition as well as the goal of Customer Service 4.0.»

- Bernhard Egger, BSI Retail Community Manager

Four steps to Customer Service 4.0

  1. Know your customers
  2. Anticipate their needs
  3. Offer individualized service and content
  4. Automate processes and customer journeys

Delight your customers at the point of sales

Customer preferences and likes are detected automatically in the digital world. When they receive assistance at a brick and mortar store, customers expect this same degree of support. CRM at the store means that your employees there have the entire customer history from all channels at their disposal: as part of the POS software, as mobile sales support on the tablet, and on the smartphone via CRM call.

Powerful OMS processes

E-mail, phone, e-shop, and mobile order management: BSI offers you a fully integrated order entry solution in combination with your ERP system. You will benefit from intelligent processes to handle your customers’ issues or requests efficiently. Among other features, BSI provides workflows for order entry, cross-selling and upselling via AI, logistics, and post-delivery processing and payments, including voucher management.


Next best action: BSI

The next best action: Network your goals with BSI.

Marvin Jensen, Creator of Customer Delight

+49 40 180 240 855

BSI knows your business

Whether sales, marketing or service: you can put our two million code lines and promising solutions together with equal ease – through uncompromising technology, a highly flexible data model and a captivating user experience.


Set up trigger-based, highly personalized customer journeys within 15 minutes with BSI. They help you provide an unforgettable experience and maximize your business success.


BSI offers a central, virtual advisor workstation with access to all relevant customer information. This improves the chances of a successful business conclusion.


BSI’s guided processes enable more efficient handling of customer issues. This saves you time and money in the long term, and makes your customers happy.


BSI provides you with powerful analytics, clearly arranged reporting dashboards and the possibility of data-based challenges to your decisions. BSI is your direct access to business intelligence.

BSI Customer Suite

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