Customer service
Centralised customer information
Customer, order and service information was brought into a common CRM environment for customer-service teams.
Unilever Pureit · Customer service & field operations
From customer request to technician visit: keeping the entire Pureit service journey connected
Twin delivered an online-to-offline (O2O) CRM and mobile field-service solution for Unilever Pureit, connecting the customer record with orders, service requests, technician activity and management reporting as work moves from the central team into the field.
Customer-service CRMTechnician mobile workflowOperational reporting
Customer challenge
The customer sees one service request. The business has to coordinate an entire chain of work behind it.
For Pureit, the customer relationship continues well beyond the sale. Delivery, installation, maintenance and repairs create a chain of work involving central customer-service teams, schedules and technicians operating at customer locations.
Fragmented customer and service information made that chain harder to coordinate. The business needed a single view of the customer journey, clearer job progress from technicians and stronger management visibility over service operations.
Twin delivered an O2O CRM—connecting online customer information with offline service activity—and a mobile application supporting technician work in the field.
Delivered scope
Connect the customer record to the work happening in the field
Service requests
Track work through the service lifecycle
Requests can move from central handling into field activity with clearer ownership and status.
Field operations
Technician mobile job management
Technicians receive and update assigned work from mobile devices rather than relying on disconnected manual updates.
Scheduling
Manage technician activity
Schedule information and job progress give teams a clearer operational view of field resources.
Engagement
Customer and marketing activity
The CRM supports the wider customer relationship alongside service and order history.
Management
Operational reporting
Reporting provides management and Board-level visibility into service activity and the workflows behind it.
See how field activity returns to the customer record
The technician mobile workflow closes the gap between central service and field execution
The technician application is the bridge between central service management and what actually happens at the customer location. Field updates can become part of the operational record rather than remaining in separate calls, messages or paperwork.
That is the practical purpose of the O2O model in this programme: connect digital customer and CRM information with the offline work required to fulfil the service.
What changes when CRM reaches the frontline
A service operation with fewer hand-off gaps
The connected workflow supports faster service coordination, more efficient technician activity and stronger management visibility by keeping customer, job and field updates within the same operating picture.
Why this is more than a CRM implementation
Pureit shows what happens when CRM reaches the frontline. Customer information becomes operational when it can travel with the service job, be updated by the technician doing the work and return to management as part of the same record.
That closed loop is what separates an operational CRM from a database of customer details. The central team needs to know what was requested, the technician needs the context required to act, and management needs the field result to come back into the same service history. The value sits in keeping those hand-offs connected.
Connect customer service with field execution
Discuss a CRM and field-service workflow
Talk to Twin about customer records, service requests, technician applications, scheduling, reporting and the integrations required around them.