Excellent customer service makes all the difference today. We help you improve your customer relationships by establishing networked, digitized and AI-supported service processes. Through self-service portals, we enable your customers to access the information and services they need quickly and independently, thus creating an outstanding customer experience.
By integrating customer data and AI, you get a comprehensive view of your customers and can offer personalized, proactive services. You respond faster to concerns and anticipate future needs, which sustainably improves the customer experience. At the same time, our self-service portals relieve your team by automating and efficiently processing routine requests.
Our intelligent and automated processes optimize your operations, reduce costs and increase customer satisfaction. Your team can focus on the really important issues, while AI and self-service take care of the rest.
Join us in shaping the future of your customer service. Our approach gives you the flexibility to respond to growing customer expectations, while we continuously optimize your service processes and strengthen your brand through superior digital service.
Megatrend: Digital Self-ServiceMegatrend: Digital Self-Service
The trend towards digital self-service in the B2B sector reflects a profound change in customer expectations, which coincides with increasing cost pressure in sales. The following phenomena can be observed:
Traditional sales models are reaching their limits: 80% of B2B decision makers prefer remote interactions or digital self-service (McKinsey, 2022)
Customer demand for empowerment and efficiency: 59% of B2B decision-makers do not want to speak to a salesperson on first contact (Lünendonk, 2020).
Demographic change: 55% of B2B decision makers are under the age of 40, a generation that has grown up with digital tools and has high expectations for the customer experience.
High sales cost pressures: Companies must increasingly rely on more efficient, digital solutions to remain competitive.
Our Services
As a strategic partner, we offer comprehensive support in the consulting and implementation of customized customer portals based on leading platforms such as Salesforce Experience Cloud or Spryker CommerceOS. Particularly in the B2B sector, where requirements such as account management, rights and role concepts, and complex buyer journeys play a central role, we ensure real added value with our B2B expertise and end-to-end offering. Three of our key services are
Service Consulting: In-depth analysis and customized strategies that address a B2B company's specific service needs, including account management and rights and roles.
Platform Development: Technical implementation of developed concepts into powerful, scalable solutions that address complex B2B buyer journeys.
System Integration: Seamless connection of all existing systems to ensure smooth and efficient use of the new platform and to optimize the entire B2B process.
Our service tool stack
Our Service Tool Stack offers companies customized solutions to optimize their customer service processes and improve the customer experience. Particularly noteworthy are the Salesforce Service Cloud and the Salesforce Experience Cloud. The Service Cloud enables companies to efficiently process inquiries and complaints by providing comprehensive 360-degree views of customer history and automated workflows. The Experience Cloud complements this by creating personalized portals and communities that customers can use to access information or get support independently. These tools are ideal for companies that want to digitize their service processes while increasing customer satisfaction.
In the area of after-sales portals, the boundaries between commerce and service are increasingly blurring. When it comes to repeat orders or spare parts, many companies are turning to commerce frameworks such as emporix or Spryker. These solutions enable seamless integration of ordering and service processes, providing customers with a consistent and smooth customer experience.
Unsere Customer Service Solutions
01.
Transformation & Execution Consulting
We help companies with their digital transformation by translating strategic visions into tangible operational actions. Our focus is on achieving quick wins and driving sustainable business success.
02.
Customer 360
With our Customer360 solution, we create a comprehensive view of your customers that combines all relevant data and interactions. This enables you to provide personalized and proactive customer care at the highest level.
03.
Customer Portals
We develop customized portal solutions that provide a single point of contact for your customers. These portals enable self-service capabilities, efficient information sharing, and increased customer loyalty.
04.
CX Process Management
Our CX Process Management solutions optimize your customer processes through automation and targeted efficiency improvements. We help you ensure a smooth and consistent customer experience across all touchpoints
05.
SalesOps
With SalesOps, we support your sales organization by optimizing processes, enabling data-driven decisions, and improving sales performance. Our goal is to empower your sales teams to be faster and more targeted.
06.
Experience & Service Design
We create outstanding customer experiences through innovative experience and service design. We align your customers' needs with your business goals to create sustainable competitive advantage.
Our engagement types
It is critical to have a partner who can respond flexibly to your needs. Our engagement types fit seamlessly into your structure and provide the support you need. Whether it is inspiration, piloting, transformation or outsourcing, we adapt our services and work closely with you to achieve your goals. We strive for long-term partnerships and provide ongoing support along the way. Our engagement types include
Inspiration: We work with your team to develop initial approaches that take advantage of current trends and best practices in digital corporate communications.
Safari: A multi-day deep dive into a specific topic, providing in-depth insights and actionable recommendations.
Pilot: We help you pilot new communication strategies or technologies to test their effectiveness.
Transformation: We design holistic programs that leverage your internal capabilities and service providers to support a comprehensive transformation.
Retainer (Business Process Outsourcing): As a long-term partner, we take over the ongoing planning, management, implementation and optimization of your digital communications strategies, allowing you to focus on your core business.
Interim roles: Whether it's a BDR for lead generation or a Salesforce administrator, we're happy to provide our experts in interim roles to help you manage the transformation.
Case Study: Meusburger Kundenportal & B2B Commerce
Meusburger Georg GmbH & Co KG, a global market leader and manufacturer of standard elements for tool and mold making, serves more than 24,000 customers worldwide. As part of the replatforming project, the system landscape was redesigned to create a seamless customer experience. A key objective was to integrate the customer account, web shop, website and configurators into a single front end to set a new standard in B2B commerce.
A special focus was placed on improving customer service by introducing modern digital services. In addition to complaint management, CAD integration, and document management, quote management and shipment tracking have been integrated. These advanced features enable customers to obtain quotes quickly and transparently and track the status of their orders in real time. The result is a significant increase in efficiency and customer satisfaction.
Seamless integration with Microsoft Dynamics CRM and inforLN as the ERP system provided the basis for efficient management and processing of all customer and order data. This created a centralized, unified data source that ensures smooth processing and continuous improvement of service processes.
Case Study: Salesforce Service Cloud bei Nanoscribe
Nanoscribe sets new standards in precision technology with its high-quality 3D printers and microfabrication solutions designed specifically for the needs of research and industry. As a leading provider of high-precision 3D printing systems for microfabrication, Nanoscribe offers innovative systems that enable the production of structures in the sub-micrometer range and significantly simplify complex processes in science and industry.
As Nanoscribe became part of the BICO Group and customer requirements became more complex, the company was faced with the challenge of efficiently linking different systems and optimizing customer service. Together, we seamlessly integrated their existing ERP and CRM systems and implemented the Salesforce Service Cloud. This enabled the company to centralize customer data, automate case management, and implement a customer portal that provides easy access to support tickets, contracts, and key interactions.
As a result, Nanoscribe was able to improve customer communication, streamline the sales process, and lay the foundation for future growth with a scalable system.
Do you want to offer the best Service to your customers?