Ixoconcept.

Ixoconcept has more than 10 years of experience with fulfilment and concepts for loyalty, gifts and is also active in e-commerce.

Ixoconcept is the company behind the webshops Shop voor gezondheid and CZ Gezondheidswinkel.

Ixoconcept sends maternity packets for renowned Dutch health insurance companies.

«As we provide concepts for customer loyalty we are determined to have a high level of service to our customer. That’s why we insist on answering mails and that customers can reach us by phone» says purchase and logistics manager Ronald Assmann.

Keeping quality at a high level is crucial for the ISO 9001 certified company.

"For us efficy is truly the combination of efficiency and effectiveness. I often show efficy CRM to my customers and business partners as a proof of how much we are in control of the process"
Ronald Assmann
MANAGER PURCHASING AND LOGISTICS
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The challenges of a CRM project.

A lot of the information was difficult to find or even only in the head of a colleague.

When the colleague was busy or ill problems could easily escalate. “We needed to professionalize” says Mister Assmann.

Here are some of the things that needed to be improved:

Searching for data was a problem within the company;
Details for specific projects or about specific customers was time-consuming and demanded a lot of discipline with a tree structure on the hard drives ;
Keep track of complaints to keep up with ISO certification ;
There was no link between the CMS of the webshops and the spreadsheets ;
Test reports were stored on hard drives ;
The service desk employee was spending too much time handling the requests;
To register communication with customers Ixoconcept copied e-mails to their own e-mail addresses;
All the colleagues needed to be notified about every issue of every customer as one could be sick or on leave;
The administration of the return goods was not accessible for every employee. This could cause mistakes.

Working with efficy.

« As everyone in the company works with efficy we don’t send mails to each other but add a task in efficy when we need a colleague to take care of something.

Efficy is especially important for us to efficiently do complaint management with emails etcetera linked.

The return goods management is completely covered by efficy. »

Emails integration and the CRM.

« With efficy we managed to get rid of data redundancy.

Systems are linked to and through efficy. It’s fully integrated with the Office software. ‘Especially the mail link is very important as we want to make the difference by giving personal attention to our customers.

When a customer calls we have all the information at our fingertips. Efficy is fast. Searching for data could be done in several ways because of the connection between every entity and the easy search bar.

The introduction of new gadgets is done within efficy using the Project functionality. All activities involved with such an introduction are linked together including certification documents.

With efficy it’s easy to keep track of complaints and documents and to be ISO 9001 certified». reminds M. Assmann from Ixoconcept.

Ticket management.

«Orders from the websites or webshops go straight into efficy.

Mail selections are done from efficy and it is linked to Exact. Via the ticket system of efficy a workflow is automatically generated by complaints of customers. Within a minute the client will receive an e-mail with the confirmation of the email.

When the complains are dispatched to an employee a mail will be generated to the client saying who is working on it. When the complain / problem is solved the last e-mail will be generated with a customer survey included.

This gives the management insights of the performance of the service desk. All data is securely stored in efficy ranging from documents to mails.

The administration of returning goods is now done structured in efficy.» concludes M. Assmann.

What are the results after the integration of efficy CRM?

After a selection of several very diverse products Ixoconcept chose xCRM system efficy.

« The ROI of efficy was realised within a few months.

The price is fair and transparent. The price of the licences are all-in, no extra costs. No surprises.

The efficy employees are approachable (8 out of 10). I’ve noticed that right from the first contact moment. Now, I’m not just a number. I’m feeling like an appreciated customer. Efficy is extreme user friendly – I give it a score of 9 out of 10!

Efficy is flexible, efficient and could be approached from different angles. Efficy is using the atomic model to explain how all entities are connected. Efficy delivers time. Relevant information which I want to consult is found very fast.

With the implementation of a CRM, the goal was to maintain an optimal level of quality despite the competition, while distinguishing ourselves by the level of service so as not to compete on price. » says M. Assmann

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