The Challenge
Using multiple platforms creates inefficient processes and increases costs. In addition, there are challenges associated with strengthening the loyalty program and providing personalized services. A lack of integration of the various sales and service channels – stores, online shop, and contact center – further obstructs seamless customer support.
Solutions
A holistic CRM system replaces several existing platforms, ensuring that you have an efficient and central solution. It incorporates contact center, stores, service lounges, and concierge service, seamlessly integrating mobile devices and an included app. In addition, a digital loyalty program is implemented across all touchpoints, specifically promoting the lifecycle management of customer relationships.
Lena, a customer, signs up for the Globus loyalty program in the company’s online store.
Immediately, she receives personalized recommendations and exclusive offers based on her previous purchases.
Lena purchases a product and selects the option to pick it up at one of the stores. As soon as the product is ready for pickup, Lena receives a notification.
At the store, the sales staff greets Lena. They can access her shopping history and provide personalized recommendations.
After her purchase, Lena receives regular updates and exclusive offers by e-mail and through the app, further building her customer loyalty.
«The digital assistants make it possible for us to provide first-rate services to our customers at all touchpoints.»
Advantages
Substantial operating cost reduction through CRM platform consolidation.
More functionality and better customer service at a lower cost.
More sustained customer loyalty and higher customer satisfaction through personalized offers and services.