Customer case – brewery

Doing

Serve customers more efficiently

This brewer was particularly interested in organising the work for employees in their customer contact centre more efficiently. Corporate customers receive a weekly leaflet with offers. To keep track of who has - and, in particular, who has not yet - made a purchase, they needed a customer overview, including sales history. With our Process Assistant, employees gained insight into (repeat) purchases and were able to offer extras thanks to cross- and upsell possibilities. And they could do this all using a single application.

Customers served! 0 % More sales

Customers served! 0 % More turnover

Customers served! 0 % Conversion to Heineken Bazaar coffee

One customer overview, one order overview, and dozens of satisfied employees

Due to the fragmentation of customer information across multiple systems, employees were spending more time searching for customer and order data than selling to the pub owners. Pegamento was able to fulfil the wish list quickly. Within weeks, the application was live and employees had a clear workflow, which ensured that they were more informed when they made their sales calls. In a short time, sales increased and conversations were much more focused on results. Customers appreciate that employees participate in the thought process when customers buy their beer, soft drinks, and other food and non-food products.

With this solution:

Searching in different systems is no longer necessary
Sales are quicker, because repeat purchases are more visible
Relevant extras can be offered thanks to cross- and upsell possibilities
Specific campaigns can be monitored effectively: there is insight into which customers have been called, which have not, and which need to be called back
There is insight into which customers have been offered a campaign, who has responded positively, who has responded negatively, and why