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Therefore, for Jochen Schweizer Corporate Solutions GmbH (JSCS) it was not just a “nice-to-have” to find the right customer experience (CX) platform. It was crucial to success.
The company specializes in special activities and corporate events and is known for its impressive offering of 2,500+ different options to suit all tastes and ages.
If a customer can dream of it, JSCS probably offers it. Corporate customers turn to the organization for a wide variety of events and company outings: flying and trapping, food and drink, outdoor adventures and sports, health and wellness and culture and lifestyle are part of the mix.
Of course, it’s not just the events and excursions themselves that make the time spent at JSCS so unforgettable. You also have to make sure that the events and activities are easy to book. If you want to ensure they keep coming back, it’s crucial that the entire experience – from the initial interaction to post-event communication – is exceptional.
Maintaining relationships with existing customers while attracting new ones has always been a top priority for JSCS. Therefore, the marketing and sales team relies heavily on customer relationship management (CRM) technology. Unfortunately, the company couldn’t always rely on its software to provide much-needed insights. Although JSCS had such a system in place, it was not user-friendly and did not provide the visibility needed to support customers as efficiently as possible. Some employees weren’t getting the information they needed, while others were overwhelmed by too much data.
It was definitely time to implement a new system. But first, an important group of decision-makers came together to talk about the key points needed to ensure a better user experience.
“We sat down as a team and everyone contributed their experiences with different providers,” says managing director Fabian Wilmes. “We then specifically asked three different well-known CRM providers.”
After narrowing down the selection, the team evaluated each vendor based on three key requirements: effective support, high quality and, perhaps most importantly, ease of use for non-technical users.
“We really wanted to be independent of programmers, especially for smaller tasks like setting up new fields,” explains commercial director Thomas Edlmann.
Sugar ticked all the company’s boxes—more than that.
“Unlike the competition, Sugar made us feel valued from the start, even as a medium-sized customer,” says Wilmes. “They also had all the features we needed for our business model and offered the right cost-benefit ratio.”
After transferring customer data to the new CX platform, the next step was to configure Sugar to meet the company’s specific needs.
“One of the biggest advantages of Sugar is the ability to configure,” says Manuel Kanka from FELLOWPRO (formerly Fellow Consulting), who assisted JSCS in using Sugar. “All you need is a vision of what goals you want to achieve and then you can adapt the platform to your needs.”
Today, sales, distribution and marketing teams can rely on Sugar to easily reach new leads as prospects fill out forms on the website. Even better, they can nurture existing customers and encourage repeat sales at the same time. With customer information in Sugar up-to-date and at their fingertips, employees can easily know when it’s time to contact previous customers and share information about new offers and activities.
Additionally, with individual reports, teams have full visibility into customer contacts with different departments within the company. This, in turn, helps ensure that no important opportunities are missed or forgotten.
“Our customer really appreciates how simple and flexible the system is,” says Kanka. “And they are happy that no in-depth technical understanding is required on the part of employees to handle the system and build workflows. This is something they didn’t have before Sugar and it saves them a lot of time.”
The quality of JSCS customer data has increased exponentially. The reason for this is simple: when a CX platform is easy to use, employees are more likely to use it. And the more time users spend on Sugar’s intelligent customer experience platform, the better the system becomes at providing the precise insights needed to anticipate and meet customer needs. This has helped marketing and sales departments be more targeted when engaging with customers.
“[The employees] are willing to work with the system continuously,” says Edlmann. “Therefore, our data quality improves and we can ensure additional sales in the long term.”
So… what’s next for Jochen Schweizer Corporate Solutions GmbH?
Now the company has moved from its previous CRM system full of “insufficient data” to deeper insights with Sugar, and the next step is greater personalization and automation.
“Our goal is to send specific customer mailings and simplify standard processes with workflows,” says Wilmes, who also has some advice for other companies planning a similar switch:
“First of all, it is important to know which functions are crucial for your business model and which are only desirable. Once you have such a list, ask different providers about its feasibility.”
Jochen Schweizer Corporate Solutions GmbH
Event
Taufkirchen/Munich
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