Customer story | Jelmoli AG
How Jelmoli increased customer satisfaction to 92% in just four months
With Zendesk, Jelmoli significantly reduced the time it takes to handle customer inquiries, improved its processes and gained detailed insight into customer contacts. Customer satisfaction rose by 5% to 92% in the first four months.
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- Company
- Jelmoli AG
- Focus
- Department stores
- Industry
- Retail
- Employees
- 600
- Location
- Zurich, Switzerland
- Project duration
- 2.5 months (phase 1)
- Project start
- January 2021
- Website
- Now offline
Customer service at Jelmoli
Jelmoli AG, based in Zurich, was Switzerland’s largest premium department store. Its previous customer service solution no longer met the demands of its new webshop and other omnichannel services. The number and complexity of inquiries were rising, while important KPIs could not be measured.
By introducing Zendesk, Jelmoli reduced processing and response times and adapted its processes to customer needs. Qualitative feedback also helped the team understand and improve the customer journey.
Initial situation
- Approximately 80,000 customer service contacts per year.
- An increasing number of inquiries and greater complexity following the webshop release and the opening of the Circle and Airside.
- Customer service was working with Outlook and an outdated telephone system before Zendesk and 3CX were introduced.
- Reports were created manually, without live figures.
- Important KPIs for a premium service could not be measured.
- The old solution was not integrated into the existing IT environment.
- There was no way to automate processes or get a 360-degree view of customers.
- Without transparency into speed, volume, accuracy, revenue, satisfaction and efficiency, the team could not reliably assess performance or develop the service further.
Project steps
- Zendesk QuickStart: implementation and basic configuration of the platform.
- Structure and design of a new help center.
- Integration of WhatsApp as a customer service channel.
- Support with the integration of an external telephony solution.
- Migration and import of customer data from the ERP system.
- Development of a custom app to configure extensive inquiry categories by hiding selected drop-down values.
- Creation of a customer-specific reporting dashboard in Zendesk Explore.
Results
More efficient contact management
- Shorter processing times and shorter waits for customers.
- Faster, higher-quality responses to inquiries.
- Processes tailored more closely to customer needs.
- Simpler, more professional handoffs to second- and third-level support.
Detailed contact reporting
- Better insight into which inquiries arrive through which channels and when.
- Faster problem resolution and better planning of future demand.
- More detailed feedback for service owners on processes and performance from the customer’s perspective.
Service improvement
- A better customer experience through qualitative feedback combined with contact reasons and their impact.
- A clearer understanding of pain points along the customer journey.
Customer feedback
“Our collaboration with Zendesk and Leafworks was characterized by the highest level of professionalism and reliability from start to finish! Remo is a true professional. He understood our needs very well and gave us excellent advice. We were able to get started just two months after the go-live decision and had hardly any teething problems, which is quite remarkable for such a major change. Being able to speak quickly and easily with existing customers during the evaluation also helped us enormously. It gave us a much better understanding of both the possibilities and the risks, enabling us to set a clear roadmap that is proving very successful.”
Image credits: Jelmoli
Solutions used
Zendesk Support
Zendesk Guide
Zendesk ExplorePlanning a project?
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