Customising the Customer Journey

In the retail industry, supporting customer demand, while managing the supply of goods to customers and preserving the business-to-customer relationship is paramount.

To fulfill customer needs and attract new customers in the process, retailers must keep up with changes in customer buying habits and trends.

Our Client, a dynamic European retail enterprise, needed an intuitive, engaging and informative solution that would make the shopping experience fun and rewarding and ultimately deliver a sustainable and competitive advantage.

Our Client was facing challenges with their store operations and their ability to track inventories in real time. The use of a number of disparate and outdated systems to collect and analyse various types of data from each customer held them back from delivering outstanding, efficient and product-centred customer service, and building customer loyalty.

Osmosys could see that they needed a customised CRM solution to provide information on crucial trends, consumer behaviors, and patterns of sale by gathering and evaluating sales data. This would help them to collaborate customer information, formulate better strategies, take crucial decisions and develop customer programs to run an effective retail operation.

By enhancing task and data processes, our Microsoft Dynamics CRM solutions allowed our Client to offer its customers the very best customer service, thanks to enhanced operational efficiency and data management.

New customised dashboards and views for management reports offer a graphical representation of sales data, making it easy to understand at a glance while tracking the performance of the team members.

A 360-degree-view of the customer enables our Client to deliver a multi-channel customer experience, with access to their transaction history. Teams can look at common data and use the CRM analytical tools to better understand patterns of behavior, before sending relevant communications to them for a much more rewarding and tailored customer experience.

For information on how we can help your business deliver exceptional customer service, get in touch with Osmosys today.

Since implementation, the client has processed thousands of applications smoothly on time, with a 32% rise in the number of applications processed.

Processing time has been cut by an average of 40% and clear workflows for each application make it simpler for agents to simpler to track the progress of each case, as well as enabling them to quickly review an existing case and add their own contributions where necessary.