The market leader and pioneer in functional sportswear from Switzerland, ODLO International AG has implemented Microsoft Dynamics 365 Customer Service Enterprise solution to boost customer care and service automation. LLP CRM supports xalution group in a comprehensive digitalization project for ODLO International. LLP contributes its competence in the area of CRM and Phase 1 of the project currently covers the entire B2C customer service.
Before implementation, customer service was handled via a shared mailbox without any automated reporting or sorting. The new Microsoft Dynamics 365 Customer Service solution now covers the entire case management from product delivery, quality claim, special offers, and all other customer requests. All customer support activities and orders from ODLO’s e-shop are managed in the new CRM system together with the entire database of over half a million clients. The system allows management and reporting of all customer service cases (success rates, response rates, etc.) as well as a knowledge base where FAQs are stored, along with email templates that speed up ODLO’s response time. The system is also integrated with the POS system of ODLO.
“LLP CRM has understood our needs very well from the beginning of the project. They demonstrate a high level of flexibility and solution orientation to bring our organization onto the next level. Communication and collaboration work excellently. We have been guided through changing our way of working based on Microsoft Dynamics 365 Customer Service solution and well supported throughout rollout making the system ‘our own’,” commented Anne-Catherine Grunholzer, Head of Customer Service at ODLO International AG.
“The new CRM system helps us to have a better view on our customers and thus serve them more individually. The gain of transparency is not only beneficial in contact with the customer, but also in terms of managing the customer service team,” she added.
The new CRM system is now used by 42 ODLO customer service and retail employees across Europe.
xalution and LLP CRM are now working on the second phase of the project, covering marketing and email campaign activities, marketing automation, and managing the entire customer journey. In addition, the implementation of the B2B customer management planned for 2022 will cover all sales and customer service activities in B2B business globally. The rollout is expected to work as seamlessly as the recently implemented B2C customer service module.
January 2022
