Transforming retail customer engagement for Sensilab
SENSILAB is a leading pharmacy and healthcare provider that helps customers achieve healthy living through developing healthcare products as well as providing healthcare services including diagnosis and counselling. As a consumer health brand, Sensilab is dedicated to providing customers with full 360 degree health support which is available through retail shops, e-commerce and contact centres throughout Slovenia, Poland, Russia, Romania and Croatia.
As a result of rapid growth across a number of markets, Sensilab needed a customer contact solution that could handle both the breadth of the products they provide as well as the complexity and needs of their growing customer base.
After considering a number of contact centre software and CRM options, it was clear that only mplsystems could provide Sensilab with a truly integrated customer experience and sales agent desktop solution – one that brought together multi -channel contact centre, CRM and back-office integration in to a simple cloud based solution.
“We initially couldn’t believe that a retail solution as comprehensive as intelligentContact from mplsystems was really available for Sensilab, not only providing full campaign management but also providing our agents with exactly the right level of information they need to engage customers and cross and upsell effectively. This kind of functionality simply isn’t offered by off-the-shelf solutions,” he said.
Before designing the retail desktop, mplsystems technical team spent several days with Sensilab agents, learning and reviewing agent activities and business processes. This enabled the team to design an agent desktop which would provide all the necessary data for an agent to efficiently deal with a customer transaction, deal with objections and cross and upsell effectively.
The desktop provides a single view of all multi–channel communication including email, voice, social and chat, to enable agents to view all previous customer communications on one user interface without having to log in to different systems during a single transaction. In addition the desktop supports multiple business processes by integrating back office systems including payment and supply chain applications.
Optimising the visual presentation of the sales desktop around Sensilabs unique processes has had a massive impact on the performance of agents. Not only are agents now able to deal
with 40% more sales requests per day, they can effectively upsell alternative products, as a result of the system prompting the agents with relevant items based on customer preferences and previous purchasing history. Since the implementation cross sell and upsell rates have seen an average increase of 55%.
To further increase agent productivity mplsystems included a campaign management module which allows Sensilab to import and manage leads from various media campaigns and blend outbound calling campaigns with inbound customer requests.
The solution is also able to link customer purchases with marketing spend which helps the business understand the ROI of their direct response TV and other marketing campaigns. This was a key project goal from Sensilab and something they couldn’t find elsewhere without huge amounts of additional development work to secure this functionality.
With a simple drag and drop, fully configurable model it was possible to build a unique sales desktop within 8 days, as opposed to a large consultancy and system integration project that would typically characterise a bespoke contact centre and CRM project of this type.
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