Customer Story – Dr. Schär
Discover how leading Gluten-Free brand Dr. Schär improved its consumer service efficiency.
iMovo’s implemented Solution
Dr. Schär has been serving the special nutritional needs of people for 40 years. The company focuses on specialised products in the areas of renal nutrition, metabolic nutrition, Keto nutrition, and gluten-free foodstuffs. They have just under 1,500 employees.
The rapid growth in the company’s operations led to an increase in their consumer service commitments. As their consumer service team relied only on Microsoft Outlook and traditional email, they struggled to respond to all the incoming queries and chats in a timely manner. Moreover, the burdensome manual work left them with little time for reporting and measuring service effectiveness. Finally, a lack of integration between Outlook and their CRM system: Microsoft Dynamics CRM kept the team from making productivity and efficiency gains.
Dr. Schär consulted iMovo for a solution on enhancing consumer service for their growing customer base. After understanding the company’s requirements, iMovo identified Zendesk as an apt solution for its scalability, flexibility, and features. The implementation was planned in a series of phases:
Deciding to integrate Zendesk with Dr. Schär current CRM system allowed:
Vastly efficient consumer service processes saved the team substantial time for performance improvement assessments. The value gained was manifold in terms of both enhancing consumer service operations and improving the quality of customer conversations.
If you want to know more about these solutions and integrations, contact us here and, if you have a similar project, we can discuss personalised solutions.
Together with the professional and friendly support of iMovo, we improved the efficiency of our consumer service by creating a bespoke solution for Zendesk with the CRM integration.
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