Nurmijärven Sähkö’s customer service faced challenges when collecting data on their customer interactions. With an old, cumbersome CRM system – full of features that were not being used – customer service had to rely on their colleagues’ individual email inboxes to get all the relevant information they needed. Unfortunately, this could lead to cases being lost or delayed due to employee absences.
Now Nurmijärvi Sähkö’s digital customer service process is fully integrated with their Lime CRM system.
The primary source of information
Lime CRM is the most important asset for the customer service team as it includes all their customer data, contracts, notes and current offers. The customer service team uses predefined processes and consistent behavioural models. This encourages improved service quality that is always at a constant high level.
Systematic ticket workflow
Lime CRM simplifies the way customer service handles all their digital contacts by bringing it all together in one place. Whether the contact comes via email, a contact request on the website or a digital form, everything is collected in their CRM system. Having everything organised and easily accessible will of course save the customer service workers a lot of time.
Are you wondering if they can also respond to the customer from only one system? Of course, with Lime CRM.
These new and efficient processes have accelerated case management by eliminating both unnecessary steps and manual labour, thereby shortening response times for customers.