Kärcher Netherlands to Modernise Customer Experiences Through Vodafone storm®
Kärcher Netherlands has selected Vodafone storm® to provide ‘next level customer care’ through omni-channel experiences and improved analytics. The global leader in cleaning technology will use the Vodafone storm cloud contact centre to deliver outstanding support to its customer base across the Netherlands.
Kärcher Netherlands’ customer care team, based at its headquarters in Made, handles queries from both business and consumers, and will utilise Vodafone storm’s omni-channel capabilities to provide 24/7 support through a range of channels including telephone, e-mail, web chat and social media. Vodafone storm will also enable Kärcher Netherlands to get a better understanding of interactions through enhanced reporting capabilities, allowing it to analyse performance and drive continuous improvement.
Bieke Van Bavel, Regional Customer Care Director Central Europe at Kärcher commented about Kärcher Netherlands’ decision to migrate to the Vodafone storm,
“60 percent of our customers are consumers, and 40 percent businesses. If we want to grow our business customer base, in particular, we will have to improve our customer care. That means being available 24/7 for all customer questions before, during, and after a purchase, through well-informed employees who can quickly access information about customers and orders. We want customer experiences to be smooth, seamless, and fast.”
Jurgen van der Velden, Manager Supply Chain and Customer Care at Kärcher Netherlands also spoke of the importance of gaining greater visibility over customer care through enhanced reporting:
“As a market leader we not only sell products, but also provide repairs, maintenance, and advice to customers. I want a comprehensive overview of how we support customers, including quantitative and qualitative metrics, so we can determine how many customers we help, what issues exist, and any bottlenecks. I especially want to be able to steer our direction on methods that will unburden customers during the advisory phase and throughout the purchase and after-sales experiences.”
For additional information read the full article on Vodafone.nl Click Here
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