Health Product Retailer Unifies Customer Experience

Sensilab has selected a solution from mplsystems to help deliver a unified retail experience for its customers.

The retailer of specialist homeopathic health and dietary products has selected a customer engagement technology solution to help deliver a unified retail experience for customers across operations in Slovenia, Poland, Russia, Romania and Croatia.

Following the initial deployment of a multi-channel contact centre, CRM integration and a dedicated agent desktop that supports both catalogues and pricing, mplsystems is working with Sensilab to build out its solution with integration to other key applications within the business, including its Magento scalable eCommerce solution, supply chain support and financials.

The solution will also provide support for additional channels that are added to the company’s retail engagement model.

“Sensilab is experiencing rapid growth across a number of markets, and we needed a customer contact approach that could handle both the breadth of our product offer as well the complexity and needs of our growing customer base,” said Tomaž Gorjup, Global CIO at Sensilab Group. “After considering other cloud CRM approaches, it was clear that only mplsystems could provide Sensilab with a truly integrated customer experience solution – one that brought together all our key Big Data, CRM and back-office data feeds, while also incorporating a fully integrated contact centre architecture that supports all our current and future channels.”

“While most software approaches try and make you adapt your business processes to their off-the-shelf, menu-driven CRM models, mplsystems allows organisations to create a solution that truly reflects their business, while still providing its customers and retailers with a seamless experience,” said Paul White, CEO at mplsystems. “With a range of cloud and on-premise deployment options, mplsystems is agile enough to create exactly the kind of bespoke multi-channel engagement solutions that organisations increasingly require.”