Comtrust announced that they implemented Benemen unified communications and contact center in Provaliance Poland. Benemen unifies communications in hair salons Jean Louis David and integrate it with Salesforce CRM.
Distributed across Poland Jean Louis David hair salons and its call center were incorporated into one single cloud-based communication platform. In order to improve customer service Comtrust integrated the platform with Salesforce CRM. Now all contacts with customers are monitored, recorded and automatically saved in CRM and customer service goes quickly and smoothy. The real-time monitoring and reporting provide essential information for managers to take the right decisions about customer needs and service processes.
Communication with customers in Jean Louis David is bidirectional. Once a customer has reserved a time slot through the call center the visit has to be confirmed by the respective hair dresser – by SMS and email. Cosmetics service is additionally confirmed by phone.
To implement these processes Provalliance uses different functional areas of the system: Benemen Contact Center to handle mass contacts on thier hotline and BeneDesk – IP telephony funcionality for individual contacts between salons and their customers. Additionally, the system for call center agents is integrated with Skype for Business.
The implementation is innovative. Skype for Business and telecommunications, mass and individual contacts are integrated into unified communications which is adapted to different operating conditions. Since the working environment of hair dressers is characterised by specific noises, like chatter and the sound of hair driers, Comtrust adapted the system configuration to reduce the noise and sharpen the voice and created an integration with Jabra Direct IP DECT wireless headphones. This guarantees that employees in the salons can answer calls even they are away from their workstation and talk with customers regardless of background noise.
”With implementation of the new solution we reduced costs of customer service processes and have better control over contacts. The same time we note a significant increase in booking visits – said Tomasz Bączyk, CEO Provalliance Poland. Especially useful in our daily operations are reporting of waiting time, central call registration and listening of call recordings easily from Salesforce. Benemen is highly scalable – the amount of used services can easily be increased or removed depending on the current needs. In case of expansion, for example when a new salon is opened, all it takes is the creation of a new user in the system, provide him or her with a handset and after a few minutes of training the new employee can start answering or making calls. We also plan to implement this platform in our new headquarters in January 2017.”
Provalliance Poland Sp. Z.o.o, based in Warsaw, manages Jean Louis David hair dresser brand in the Polish market; (2,400 salons worldwide, of which over 50 in Poland)