When customer service is most important in your business approach and your growth factor is 100% on a yearly base, scalability of your service can be a big challenge. It happened to Picnic, who was facing difficulties in keeping the service up to the highest levels as their channels couldn’t keep up with the pace and traffic, while they kept growing. Due to the usage of different sort of platforms and systems, long training processes for service agents and complex processes, the average handling time per case and the customer satisfaction scores were not good enough to be the best in customer care.
As the challenge to maintain the service up to the highest level and also to be able to grow more and to new markets, Picnic decided to select Salesforce Service Cloud as their main platform and they chose us, VANEIGENS, to guide them with the development, configuration, implementation and training. Within this challenging, but very successful project, we delivered the following:
Although the launch was planned right at the start of the Covid-19 crisis, it was smooth and very successful from the start. According to Steven van de Ridder, Director of Advanced Analytics at Picnic: “We are very happy with the solution in place and couldn’t imagine a better implementation partner for this transformation than VANEIGENS.”
The project has resulted in some great results, among others:
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Testimonial Omoda
‘’I don’t give a 10, because that would mean there is no room for improvement, but I certainly give them a big fat 9, because that is what they deserve.’’
Annemiek Janse
Manager Customer Service Omoda
North Africa Dreamin’
The North Africa Dreamin team is made up of volunteers from the Moroccan Trailblazers community whose common vision could be summed up in one word: sharing
Let’s have a coffee and connect real‑life. Call us at 0800-0900042 or e‑mail to info@vaneigens.com