Londis ASSISTS retailers with €200,000 CRM investment
Londis has launched its new Customer Relationship Management system, ASSIST, allowing for swifter trouble-shooting better customer service
12 June 2009 | 0
ADM Londis has unveiled a €200,000 investment in the implementation of a Customer Relationship Management system (ASSIST) for its Group Support Office in Johnstown, Co Kildare.
Outlining the rationale for the CRM investment, customer operations director, Claude Tonna Barthet said: “The power of this system is how successfully it is facilitating greater team working within the organisation to deliver improved customer service. The greater visibility and accountability for customer queries means that everyone feels empowered to resolve queries quicker, which in turn leads to happier customers.”
Entitled ASSIST (Accountability, Synergy, Service, Interaction, Supreme Care and Teamwork), the name was developed to embody the values the group wishes its employees to display whilst interacting with Londis retailers. The integrated IT platform, developed in partnership with iSite Solutions and Microsoft, enables faster response times and higher levels of service as the retailer is placed at the centre of the CRM model. Information capture is significantly increased with telephones, PDAs and web portal devices all provided in a single application.
“By capturing data on how successfully ADM is responding to customer queries, the CRM platform provides great insight into both our retailers’ needs and also how well ADM responds to these. The capture of this information is critical to the growth of the group, allowing Londis to move quickly to respond to the ever changing needs of both Londis retailers and the market place,” concluded Tonna Barthet.