Sage CRM Customer Success
Luxury-Level Customer Service
Customer Staatliche Porzellan-Manufaktur Meissen GmbH Industry Manufacturing Location Germany Solution Sage CRM
“Diverse, individual, of the highest standard - what is true of our exclusive, handcrafted porcelain, is no less true of our customers. The aim of our Customer Dialogue group is to live up to their expectations and to expertly meet their needs at any time. With the help of Sage CRM we can now achieve this we now have optimal configuration for our customer dialog with the software.” Gabriela Richter, Head of Customer Dialogue at Staatliche PorzellanManufaktur Meißen GmbH (Meissen). Founded in 1710, Staatliche PorzellanManufaktur Meißen (Meissen) can look back on an impressive history. Customers today benefit from the wealth of experience and expertise developed over the centuries - the finest porcelain handcrafted to consummate perfection.
‘With Sage CRM we can launch targeted campaigns and attract customers depending on their interests’ Gabriela Richter, Head of Customer Dialogue
sagecrm.com
Challenge Staatliche PorzellanManufakturMeissen found it impossible to offer adequate customer support with its old system and important data was stored at different locations. Other data was not even registered or was not accessible to all employees. Solution With Sage CRM the company is now able to integrate all existing data into one system and capture qualitative data, for example address or sales data, or service requests. This has allowed for exceptional customer service.
Gabriela Richter explains how Sage CRM helps to meet the demands of customers. “Our retail customers only came into contact with the company via dealers or through our own shops, but now we have set up an in-house direct sales department. It was impossible to offer adequate customer support with our old system. We used to work with index cards, Excel lists and inventory reports, therefore important data was stored at different locations. Other data was not even registered or was not accessible to all employees, for example customer contacts. This meant that some customer cases were only familiar to the one employee who had dealt with the customer.“
Results Every employee can now provide all relevant information to a customer at a glance and handle any other enquiries on any customer issues. The centralization of all relevant data, including history, allows for targeted follow-up and the program reporting is also extremely valuable for generating targeted marketing activities.