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L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce system and advertisement agencies databases. The challenge was to adopt a solution to cross reference data in order to drive launchings, monitor customer reactions, and develop fidelity among other marketing actions. L'Oreal Brasil worked with UniOne Consulting and Oracle Consulting to implement Oracle's Siebel CRM, already used at the company headquarters, to integrate all consumer databases used by the corporation and ensured improved navigation for call center users, providing more fields onscreen, processes with text files and photos, and attachments with consumer e-mails.
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