Case Study: Sensilab Deploys Single Platform

Sensilab has integrated its sales tools, CRM and contact centre technology with help from mplsystems.

The problem

From the first moment of contact, customers share a tremendous amount of information through the interactions they have with the contact centre. Not only are they providing information such as demographics, they are also providing important insight in to their purchasing preferences and product requirements.

European retailer Sensilab needed to gain an understanding of customer trends, success of campaigns and how they can deliver a more personalised customer experience.

The solution

Sensilab achieved a single view of their customers by integrating their sales tools, CRM and contact centre technology in to one single platform.

Their agents then had a single view of the customer, being able to pull information from different departmental systems in order to collate all relevant customer data on one screen.

Alongside this, marketing have been able to view real-time and historical views of their campaigns, enabling them to identify the different touch points on each individual customer journey, whilst the sales team have been given the opportunity to increase sales through prompting agents with up-sell and cross-sell opportunities.

The results

Agents are now able to view all customer information in a single screen, allowing them to provide a more personalised customer experience.

To further increase agent productivity, the solution included a campaign management module, which allows Sensilab to blend outbound calling campaigns with inbound customer requests, meaning agent productivity has significantly increased.

Not only are agents now able to deal with 40% more sales requests per day, through simplified processes, they can effectively up-sell alternative products, as a result of the system prompting the agents with relevant items based on customer preferences and previous purchasing history.

This means the desktop can recognise previous purchases and prompt the agent with offers and promotions on similar products. Since the implementation of their unified desktop, cross-sell and up-sell rates have seen an average increase of 55%.

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.

The marketing team are now able to tailor promotions and offers around individual customers, helping deliver a personalised customer experience by gaining a better understanding of the customer journey.

For more information about mplsystems, visit their website.