Pfister: Service champion when it comes to furnishings
Pfister has been a service champion since its founding in 1882. With BSI CRM as its digital assistant, Switzerland’s leading furniture store can make the service experience tangible both before and after purchase. René Gebert, Head of Customer Service and Call Center at Pfister, reveals how to create a lastingly memorable customer experience.
Service leadership is an important value at Pfister. How do you ensure service excellence across all channels?
We set ourselves the goal of responding to customer concerns quickly, in an uncomplicated manner, regardless of channel and to tackle them where they occur. This enables us to offer a needs-based and convenient customer journey across all channels and a surprisingly fast and simple service. With BSI CRM, we are essentially better able to meet these requirements.
You not only integrated your customer service, but also all platforms and partners. What are the advantages of this?
It really was important to us to experience as few media disruptions as possible in the daily processes. Thus, for some weeks now, our delivery teams have been equipped only with tablets containing all relevant data for the customer delivery. If something goes wrong, the customer concern is entered directly on the tablet as a business case, and routed to the customer service team without delay, with photos if need be.
“We want to trigger enthusiasm among our customers also after a customer concern arises.”
René GebertHead of Customer Service and Call Center at Pfister
What’s more, blockings, new card printings or name changes for more than 550,000 active myPfister customer cards can be entered from anywhere through BSI CRM, and carried out promptly with the direct link to the external partner. These examples show that even complex solutions are also possible with BSI CRM. The simple, continuous processes make the extra work sometimes required also worthwhile. These solutions help us tremendously in our day-to-day work.
What is the difference between a service center and a service champion?
As a service leader, we want to do more than simply handle existing and future customer inquiries. We want to trigger enthusiasm among our customers also after a customer concern arises, and to prove that Pfister offers professional solutions both before and after the furnishing is complete.