Warehouse Stationery delivers superior customer service using sensible CRM software.

In mid 2001, New Zealand retail giant The Warehouse Group recognized the vast opportunity in the corporate stationery supply market and committed to building a new and fully operational business division in six months. As a result, a new business-to-business sales channel was added to the existing retail operation of Warehouse Stationery, which now operates 36 retail outlets throughout New Zealand. Warehouse Stationery quickly and cost-effectively created a full-service contact center using Pivotal as its technical foundation.

Challenges

- Ensure scalability
- Improve Customer Service
- Increase collaboration
- Increase Revenue and Profitability
- Provide integration

Results

- Gained instant access to customer profiles including, contact history and order information
- Total visibility and real time response
- Linked its multiple sales and customer touch points
- Enriched customer data pool
- Quickly identify up-selling and cross-selling opportunities, improve customer response times, and maintain the highest level of service and customer satisfaction
- Can fully understand how its customers interact with its business
- Can identify emerging trends like demand for specific products and services