Enterprise
Automation of Customer Management
This is how we automated the customer management of a fitted kitchen company with Make, Pipedrive and Lexware Office.
This is how we automated the customer management of a fitted kitchen company with Make, Pipedrive and Lexware Office.
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By implementing automated customer communication, task allocation and digital time tracking, we were able to optimize our client's project management. This allowed the employees to take care of the essential customer issues, while the processes in the background were automated by our work.
Our customer Neue Räume is a manufacturer of exclusive fitted kitchens that designs and installs customized kitchens for every customer. Neue Räume not only offers aesthetically pleasing and high-quality kitchens, but also attaches particular importance to excellent customer service. Close collaboration with customers was crucial, especially during the planning and installation phase. At the same time, the Neue Räume team needed to communicate efficiently internally, which made the use of modern communication tools to optimize project management essential.
With the help of Make, we developed several automated processes that significantly reduced the workload for Neue Räume at every stage of a project.
Firstly, every potential new project from Neue Räume was created as a deal in the CRM system Pipedrive. As soon as a sales manager wanted to make an offer to the customer, they could move the deal in the pipeline to the next project stage. This automatically created a new quote in Lexware Office and sent it to the customer. If the customer accepted the quote, they in turn automatically received an order confirmation.
Close coordination between the kitchen planners and the customer was necessary to develop the kitchen of their dreams. After an initial draft, it often took several coordination loops until the kitchen was planned in every detail. Automating communication made this process easier and also ensured that no customer was lost in the rush of orders.
As soon as the design had been approved by the customer, it was time to plan the installation. In particular, a date had to be set for the installation of the kitchen. The new process optimization included several reminders to ensure that the customer was on site. The allocation of workers was also automated.
Once a kitchen had been installed, the importance of an elegant finish could not be underestimated. Of course, the service had to be invoiced, and it had to be ensured that the hours worked were paid for by Neue Räume. In addition, the customer should also experience an optimal user experience in the final stages of the project. To make this possible, they needed to be given the opportunity to provide feedback to Neue Räume and to be able to easily report any defects in the product.
Thanks to the new process automation, we were able to significantly reduce the overall administrative effort together with Neue Räume, which had a direct positive impact on the customer experience. Customers are now not only in the best hands when planning their dream kitchen, but also benefit from smoothly functioning, optimized project management. From the initial consultation to the final installation, customers feel that they are well looked after and in good hands.
