The Stone
The Stone has everything you are looking for in the latest fashion: from cool jeans, stylish dresses to your favorite chill outfit. With more than 40 well-known brands such as Airforce, Tramontana, Colorful Rebel, Geisha, Harper & Yve and PME Legend, they have a very wide range of men's and women's fashion. You can shop online at The Stone in the web store, but also visit one of the more than 50 stores in the country.
The Stone has everything you are looking for in the latest fashion: from cool jeans, stylish dresses to your favorite chill outfit. With more than 40 well-known brands such as Airforce, Tramontana, Colorful Rebel, Geisha, Harper & Yve and PME Legend, they have a very wide range of men's and women's fashion. You can shop online at The Stone in the web store, but also visit one of the more than 50 stores in the country.
The challenge
With more than 50 physical stores and a large webshop, you can imagine that good and efficiently customer service is essential for The Stone. And it is precisely the combination of the physical stores on the one hand and the webshop on the other that makes the challenge even greater. Because how do you properly bring these two together in one system? How do you ensure that internal communication runs smoothly? And also: how do you give the customer, whether he or she makes a purchase online or in one of the stores, an optimal customer service experience?
The results
- Successful software connection between 'Customer Data Platform' and Belco
- The handling time for logistics questions has been reduced by 30 seconds per customer question
- Telephone talk time has decreased
- The waiting time for customers has decreased
- High employee satisfaction with Belco software
- Internal communication is efficient
The solution by Belco
All customer data of The Stone is stored in the so-called 'Customer Data Platform'. This is a central location in The Stone's IT environment where all customer data is stored. As a customer service representative, you naturally want to have this customer data quickly at hand, so that you can help a customer efficiently and in a personal manner. To facilitate this, we have created a link between the 'Customer Data Platform' and Belco.
A nice technical story, but how does that work in practice?
Suppose a customer contacts us to inquire about the logistics status of an order (this applies to approximately 40% of all contacts from The Stone), the last 3 orders with the corresponding order status are automatically loaded into Belco and the employee can contact the customer. tell exactly where the order is – quickly, efficiently and very customer-friendly.
But in addition to this technical connection, there is more. Everyone now works with one customer service solution, it is easy to communicate internally and all customer questions, via all possible channels, arrive in one clear inbox.
The results
- Successful software connection between 'Customer Data Platform' and Belco
- The handling time for logistics questions has been reduced by 30 seconds per customer question
- Telephone talk time has decreased
- The waiting time for customers has decreased
- High employee satisfaction with Belco software
- Internal communication is efficient
Optimize your online store customer service today. And schedule a demo.
How do you ensure that everyone within the company works together easily and efficiently in one system?
