Integrated online Sales and Services Solution with enhanced digital customer experience. This is the success story of how we enhanced online digital customer interaction supporting sales and services capabilities ranging from guided buying, service management, contract management, field service, digital communication capabilities and data analytics to support data driven guided buying and digital marketing.
The Insight
The client was struggling to provide a highly personalized and specialized customer service to its customer base due to the legacy system‘s fragmented architecture. This resulted in a broken customer experience across the sales & services functions leading to high customer dissatisfaction and also hampered 360-degree customer view. The task at hand was to enhance the customer experience by providing seamless functionality across sales & service functions with state-of-the-art solutions.
Our Impact
The process
We conducted extensive discovery sessions, established agile delivery framework and enabled DevOps to continuously design and deploy features quickly to Production. We have set up operations based on ITIL, implemented monitoring features for system performance and daily data loads, Chatbot training frameworks, automated user provisioning, data back-up and restore services.
The facts
36+
countries deployed
1,1M
visitors per month served
5,4k
chatbot conversations per day conducted
READ MORE
Filling the gap for mid-size customers
Filling the gap for mid-size customers
Enabling mid-size customer to enjoy an eCommerce B2C-like experience at leading global industrial equipment supplier
Superior Customer Data Platform Results
Superior Customer Data Platform Results
Maximizing value for a Customer Data Platform investment at major German supermarket chain