In addition to the fashion company Walbusch, another omni-channel vendor has now chosen a cross-channel solution and consistent customer journey: As a joint venture, baumarkt direkt bundles expertise gathered over many years in the Otto Group’s mail-order business and e-commerce, with hagebau’s solid construction market expertise in the bricks and mortar retail business. The company reaches customers through its online shop, catalog and retail stores. “We seek to improve our customers’ service experience and so we have decided to go with the solution from BSI Business Systems Integration AG,” explained Katja Holst, Project Manager at baumarkt direkt. This will merge the operative order and service processes across all touchpoints. The software completely integrates the phone, e-mail and Internet distance sales channels in the CRM. Further channels can be seamlessly connected at any time. All customer concerns will now be taken care of with BSI CRM. The advantage is that all customer service representatives – regardless of the contact channel chosen by the customer – have the same 360° customer view and the same guided processes at their disposal. This is an essential basis for a consistently positive customer experience.
“We are pleased that baumarkt direkt has chosen BSI CRM. Our cross-channel software for retail, which covers all commerce-related processes, directly matches their requirements. We hope that baumarkt direkt will not only win over many DIY fans with its great product range but also with its service,” summed up Adrian Bucher, BSI Project Manager.
“We are pleased that baumarkt direkt has chosen BSI CRM. Our cross-channel software for retail, which covers all commerce-related processes, directly matches their requirements. We hope that baumarkt direkt will not only win over many DIY fans with its great product range but also with its service,” summed up Adrian Bucher, BSI Project Manager.
