Rapid deployment of self-help portal and new support channels
PLAYMOBIL uses Oracle RightNow as their central CRM and benefits from a wide range of functionality such as the automatic categorisation of customer inquiries, as well as the customization options of standardized reports.
Within a short time BE EXCELLENT was able to integrate the Oracle RightNow solution into PLAYMOBIL’s system infrastructure. After only two months the new CX-solution went live in the DACH region, and after only four months worldwide. All integration and design adjustments were made in line within Corporate Identity guidelines.
In the first step, the experts of BE EXCELLENT realised a customer-facing self-help knowledge base, providing customers with a seamless experience between customer service and online channel. This empowers customers to find answers to their questions independently around the clock - leading to an increased level of customer satisfaction.
In a next step, additional components for processing, management and analysis of customer queries were added and integrated into the existing Demandware online shop.
This includes the modules:
- Incoming Call Management
- E-mail Management
- Web form Incident Management
- Workflow/escalation Management
- RightNow Smart Assistant
- Live Chat
- Context Sensitive Help
- Service feedback
- Quick Ask functionality
- Pass Through Authentication
- Reporting and analytics
- Additional languages
By modifying the Incident Management and the development of AddIns for the printing section BE EXCELLENT optimised the workflow for the customer team successfully.
BE EXCELLENT trained PLAYMOBIL’s team before going live and also supported them during operations to ensure efficient and reliable system handling.