Overview

Bilka refuse to compromise on quality and chose FocalScope to help its staff handle consumer enquiries from its 16 chain stores all over Denmark.

Scenario

High customer satisfaction is a key aspiration of Bilka. Management of customer queries, generated by both its retail chain and the online store, must be kept easy and efficient. The High volume of daily inbound emails needs to be routed and sorted to the right team, based on categories, such as product queries (and the various subcategories), urgent orders and general enquiries—to name but a few.

Hanne Køppen

Bilka's Customer Service Manager

"We've seen an improvement in our team's productivity since switching to FocalScope. We now enjoy a centralized system that lets us manage our email in a way that conforms to our needs."

The Challenge

The challenge laid by Bilka to FocalScope was straightforward. They wanted a system that could sort their emails into categories that they defined. Additionally they needed their own custom states for support tickets that went beyond the generic open, on-hold and closed. Finally, Bilka wanted a way to differentiate between personal and departmental emails without using multiple email clients.

How FocalScope helped
After a short testing period, FocalScope distinguished itself from the other products Bilka was also evaluating. FocalScope had features and processes that covered all their email management needs.

Bilka has the greatest benefit from the following FocalScope features:

• FocalScope's ability to manage personal and departmental emails, in one system, means they did not require a separate email client to handle personnel email. This reduces the complexity of their email infrastructure, saving their IT team the effort of maintaining a parallel email system used solely for staff email.
• The customizable categories in FocalScope help Bilka organize their emails like never before. They can also define their own ticket states to meet their needs. Thanks to FocalScope's flexible processes, Bilka has the clarity and structure it needs to stay on top of its email communications.
• One feature that really helps them speed up their response times is Standard Response Templates. Bilka staff can now compose and save multiple email templates, for answering common customer queries. Agents simply select the appropriate response from the response library and send it, doing in seconds what would normally have taken them roughly a minute.
• Finally, the internal notes feature allows Bilka staff to attach information directly to emails (the notes are not visible to customers). This removes the need for constant forwarding of messages to one another to get additional information or instructions regarding certain tickets.