The best service for the best price
Optical retailer Nexeye (Hans Anders) needed a flexible enterprise solution to manage services for hundreds of stores across Northern Europe. The Dutch retailer's brand promise is "the best service for the best price," and it wanted that Nexeye motto to apply to its own service organisation as well.
Nexeye looked at several solutions, both national and international, including Xurrent. None of these solutions met Nexeye's needs 100% right out of the box, but Xurrent proved easiest to adapt to the customer's specific requirements.
"The live translations in particular helped enormously with adoption across the organisation. Everyone can submit requests in their own language. But the general ease of use of Xurrent has also been a major factor. Thanks to that fast, broad adoption, the service level of the entire organisation has suddenly become crystal clear, and it keeps steadily improving."
On the collaboration with the implementation team, Nexeye says: "The collaboration really felt like a partnership. From the very start we were at the table with people who genuinely knew their subject. They could answer our questions immediately and solve problems quickly and skilfully. We even evaluated and improved our workflows together. I've rarely seen a project run this well."
Results
According to Sanne Oosterhoff, the biggest improvement for the service organisation is the new Change Management process via Xurrent. Renovations, opening new stores and onboarding are processes that span multiple departments. These workflows now move step by step through the organisation and run far more smoothly than before. Xurrent now plays a leading role in this, and Nexeye can steer it far more objectively and tightly.
"We're now hitting our targets. Our service to the stores is now fully measurable, and anything that's measurable will ultimately improve."