In the COVID-19 time of 2020, e-commerce exploded in Finland. The surge in online sales at Vepsäläinen also multiplied customer service contacts. When the customer service email inbox finally crashed, Matrix42's Tommi Vappula's phone rang.
Vepsäläinen is a Finnish retailer of design furniture and interior products, where sustainable design and quality have always been drivers of business and e-commerce development.
As customer flows shifted online due to the pandemic, there was a need to quickly invest in internal processes. A more sustainable, reliable, and user-friendly tool was also needed for the customer service team.
Solutions:
- Matrix42 Service Management (ITSM)
The most significant benefits of implementing Matrix42 Service Management system for Vepsäläinen:
- Time-saving for the customer service team
- Improvement in productivity and job satisfaction
- Increased transparency
More ease, efficiency, and transparency in handling customer feedback
The most crucial question was how to accelerate the handling of customer messages while reducing the burden on customer service. The need for a quick solution was evident – one that could be implemented in a reasonable time, reliable, and cost-effective.
"After discussing the starting point and our needs, it quickly became clear that Matrix42's service management system would fit our customer service team's needs like a glove. Email, as the primary tool for customer service, had run its course," says IT Manager Kimmo Laukkarinen from Vepsäläinen.
Matrix42's solution was implemented within a couple of months.
The most significant benefits of implementing the service management system have been:
- Time-saving for the customer service team
- Improvement in productivity and job satisfaction
- Increased transparency
Less stress and more clarity in tasks
The congested customer service email and the occasional feeling of being overwhelmed with tasks increased the team's stress and feelings of inadequacy. The new tool has significantly reduced duplicate work, streamlined the processing of customer messages, and brought transparency and clarity to tasks.
A versatile tool also for work management and reporting
Thanks to the versatile reporting and categorization features of the new service management system, the service has facilitated not only the grouping and tracking of customer messages but also the organization and management of work.
Due to excellent experiences, Vepsäläinen is soon implementing ticketing not only in customer service and logistics functions but also in other functions of the chain.
