Wehkamp is an industry-leading online retail store in the Netherlands focusing on fashion and household goods. It holds the attention of more than 30% of Dutch households, with over 2 million active visitors and more than 8 million shipments per year.
Wehkamp wanted a competitive advantage and increase their Net Promoter Score (NPS), customer satisfaction, strengthen customer retention, and furthermore create opportunities for more personal responses for open support cases.
They struggled with a number of outdated and separated systems causing decentralised data. They stressed the importance of unifying these systems. Furthermore, simplicity and ‘ease of use’ were also marked as being very important. It needed to be self-explanatory.
We implemented the Salesforce Service Cloud, allowing agents to access the new service platform from any device, anywhere in the world. Additionally, we developed the case rooting system to help service the customers in a better, quicker and more efficient way. Finally, we centralised all the data within the Service Cloud Console.
On top of that, we integrated CTI tools and a Live Agent Chat to allow Wehkamp to provide their clients with a more personalised experience.
Agents can now quickly bring up any information needed to help understand the customer and solve a case, causing handling time to decrease substantially. Wehkamp has seen their NPS score improve by 40 over the first year in their first line of defence (call centre). The second line defence (Customer Service) have seen their NPS score increase to 50-60. Also, the simplicity and flexibility of the system are highly appreciated. “It’s fun to see how easy it is!”
The focus for Wehkamp’s service team continues to be continuously looking for what clients want, and how to make the entire process easier for clients in order to increase customer retention. Nextview will continue to facilitate any further implementations to reinforce their competitive edge.