Patrick Verseput, Application Manager Luxaflex Nederland BV
The wish: A single central solution and structured bundling of requests across all channels
Luxaflex Nederland BV, a subsidiary of Hunter Douglas, the global market leader in window coverings, has been manufacturing Luxaflex® window coverings for over 60 years and offers an extensive range of exclusive, tailor-made solutions.
The brand's popularity has been built not only on its innovative and award-winning Luxaflex® products, but also on the service that the company provides. The Customer Order Service department handles all incoming orders, questions, and service requests from the Luxaflex® dealer network. Requests are received by email, fax, and post. In the past, there was no centralized solution for handling these requests. This made it difficult to gain insight into the current status and history of a request and to monitor its progress. Luxaflex® was looking for a way to bundle requests from all channels in a structured manner in a single central solution in order to create transparency within the organization, with the added benefit of a paperless office environment.
The solution
The sales and marketing department at Luxaflex has been working with SuperOffice CRM for several years, to their complete satisfaction. The choice for SuperOffice Service was a logical next step.
Luxaflex® was aware that the implementation of SuperOffice Service would have a huge impact on the sales and service departments. That is why they decided to work with SuperOffice and All-CRM to clearly identify their requirements and wishes and then tailor SuperOffice Service accordingly. “The flexibility of the solution made this possible,” says Patrick Verseput, Application Manager. "We use the SuperOffice Service module for both sales and service department requests. The service requests are quite complex. Based on All-CRM's expertise and the “Outsmart for SuperOffice” module they developed, we quickly decided on Outsmart as the field service application for our service technicians. In addition to integrating SuperOffice Service with Outsmart, integration with our own ERP package, Plato, was also required. All-CRM developed this total solution with verve and contributed practical ideas throughout the entire process.
Some details about the solution:
- Link to various email inboxes
- Automatic email reply with file number
- Complete internal transparency in the administrative work of the sales and service department
- All incoming requests are always visible to the field staff/account managers
- Faster response times through categorization and automatic assignment of incoming requests
- Direct insight into outstanding requests and processing times
- Technician visits can be planned and handled immediately using “Outsmart for SuperOffice” in combination with SuperOffice Service
- Paperless flow
- Fax to email implementation
Currently, 160,000 incoming requests for orders and service are successfully handled each year via SuperOffice Customer Service.
After a short training period, the benefits are clear to every employee and everyone enjoys working with the SuperOffice solution. Incoming requests are automatically processed and categorized, everyone has insight into the work, and response times are shorter than ever. Over the past year, 160,000 incoming order and service requests have been processed. Luxaflex® account managers visit the Luxaflex® dealer network and have direct access to the history of open and closed requests.