The Client
For more than a hundred years, Beurer has made a healthier lifestyle more accessible to its customers with a portfolio of more than 500 products. From medical products specialised in prevention and diagnosis, such as therapy devices and massagers, activity sensors, and blood pressure and heart rate monitors, to beauty and baby-care products that support daily life – Beurer is a full-line supplier, providing a whole range from entry-level models to high-end products.
The Challenge
Keeping customer trust and loyalty at the forefront, Beurer explicitly focused on the quality of customer service, and its current mechanisms did not meet the expectations. Its customers had to go through multiple steps in a lengthy, costly and tedious call process to reach a live agent, leaving them frustrated and resulting in high call abandonment rates.
The longer wait times – and the fact that they had to pay for the call – made customers perceive an unwillingness to deal with their inquiry from the company itself. It seemed like Beurer did not value its customers and their feedback, on the contrary: that the company wanted to inhibit customer calls. When they connected with an agent, customers had to repeat their complaints or queries and have their calls transferred internally or put on hold, resulting in high call handling time—an overhead cost for the brand. This negatively impacted customer satisfaction and could potentially erode customer loyalty and trust in the brand.
Beurer leveraged Salesforce Service Cloud for customer service; however, the call center operations were not integrated with the platform. Having a long-standing relationship with Persistent, Beurer was cognizant of our two-decade-long Salesforce partnership, backed by a stellar track record in consulting and implementing unique solutions. It turned to Persistent as a strategic partner to co-drive customer service modernization.
The Solution
Persistent was embedded in Beurer’s Salesforce ecosystem and had contextual knowledge of its customer service teams’ business requirements and needs. Beurer required a computer-telephony integration (CTI) solution to enable customer service agents to meaningfully interact with customers by routing the right complaints to the right agents, accessing knowledge bases to solve queries in record time, and servicing customers with a personalized approach by apprising their purchase histories.
Beurer wanted a CTI solution that would be user-friendly for a small team to understand and operate, cost-effective, and flexible with subscription options. Persistent provided Beurer with an overview of the market for CTIs that could be integrated with Salesforce Service Cloud and helped with the decision-making process by demonstrating the shortlisted options based on the requirements.
As Salesforce partners, we were able to advise and guide Beurer on the right implementation roadmap, overseeing the entire project from testing to go-live.
The Outcomes
Persistent’s technical expertise, coupled with a quick understanding of the business needs and a solution-oriented way of working, helped Beurer to achieve their business goals
Persistent helped us research CTI solutions according to the requirements. The team prepared a comprehensive overview, and the implementation was swift and of high quality. They clearly knew what they were talking about, and their expertise was reassuring for me. We have been in a trusting partnership with Persistent for many years now, and … I never felt like we were choosing the wrong solution or taking too long with implementation.
Irina Wittmann, Manager Customer Experience, Beurer
