Optical Retailer Nexeye (Hans Anders) Required a Flexible Enterprise Solution to Manage Services for Hundreds of Stores in Northern Europe. The Dutch retailer has a brand position: ‘The best service for the best price’ and wanted Nexeye motto to apply to their own service organization.
The Best Service for the Best Price
Nexeye looked at several solutions both national and international, including 4me. Out of the box, none of these solutions was a 100% match for Nexeye’s needs, but 4me proved to be the easiest to adapt to the specific requirements of the customer.
“Live translations, in particular, have greatly helped the acceptance in the organization. Anyone can submit requests in their own language. But the intuitiveness of 4me, in general, has been a major factor. And because of that high and fast acceptance, the service level of the entire organization is suddenly crystal clear, and is being increased steadily.”
Nexeye about the collaboration with InfraVision: “The collaboration truly felt like a partnership. Right from the start, we sat at the table with people with real know-how. They were able to answer our questions immediately and resolved issues quickly and competently. We even reviewed and improved our workflows together. I have seldom seen a project so well executed.”
Results
According to Sanne Oosterhoff, the biggest improvement for the service organization is the new Change Management process via 4me. Renovations, opening new stores, and onboarding are processes that run across different departments. These workflows go step by step through the organization and run much smoother than before. 4me is now leading in this, and we can steer much more objectively and tightly. “We are now achieving our goals. Our service to the stores is now fully measurable, and everything measurable will eventually improve.”