Introduction

Unilever Vietnam’s Pureit division faced significant challenges in managing customer interactions and service operations, which impacted overall customer satisfaction and operational efficiency. Fragmented systems and manual processes led to disorganized customer care and delays in service delivery, hindering the company’s ability to meet customer expectations in a timely and efficient manner.

To address these challenges, Unilever partnered with Twin Software Solutions to implement a comprehensive O2O (Online-to-Offline) CRM system paired with a dedicated mobile application for technicians. This strategic initiative aimed to centralize customer management, streamline service operations, and elevate the overall quality of customer care.

The Challenge

Unilever Pureit Vietnam struggled with inefficiencies in its customer service process, primarily due to a lack of an integrated system that could track and manage customer interactions, order placements, and service requests. The existing setup resulted in inconsistent customer records, unclear next steps in the service process, and delays in responding to customer needs. The company recognized the need for a robust, scalable solution that could provide real-time updates and improve the accuracy of customer service operations, from initial order placement to final service delivery.

Specifically, Unilever Pureit required a system that could:

• Track the entire customer journey, including order placement, delivery, installation, and repairs.
• Provide technicians with real-time updates on service requests and allow them to report progress seamlessly.
• Offer management detailed insights into customer care operations to support data-driven decision-making.

The Solution: A Tailored O2O CRM System and Mobile App

Twin Software Solutions delivered a customized O2O CRM system designed to address Unilever Pureit’s specific needs. This powerful CRM platform was integrated with a mobile app specifically developed for Unilever’s field technicians, creating a holistic solution that streamlined the entire customer service lifecycle.

1. Comprehensive CRM Integration
   • Centralized Customer Data: The CRM system centralized all customer information, enabling Unilever Pureit to track and manage every customer interaction efficiently. This integration facilitated a seamless flow of information between departments, ensuring that all customer records were up-to-date and accessible in real-time.
   • Enhanced Marketing and Customer Engagement: The system empowered Unilever to identify high-potential customers and execute targeted marketing campaigns more effectively. By automating and accurately recording orders, the system optimized the ordering process, enhancing both convenience and operational efficiency.
2. Dedicated Mobile App for Technicians
   • Real-Time Job Management: The mobile app allowed technicians to update job progress in real-time, document completed tasks, and provide immediate feedback. This feature significantly improved the speed and accuracy of service delivery, ensuring that customer needs were met promptly.
   • Operational Flexibility and Performance: The app provided technicians with the tools they needed to manage their schedules efficiently and respond to customer requests with greater precision. This flexibility enhanced their performance, leading to quicker resolution times and higher customer satisfaction.
3. Advanced Reporting and Analytics
   • Strategic Decision-Making: The CRM system’s robust reporting capabilities provided Unilever’s management and Board of Directors with detailed insights into customer service operations. These reports enabled leadership to make informed, strategic decisions that improved overall business performance.
   • Enhanced Operational Efficiency: With a clear view of all ongoing operations, Unilever was able to optimize resource allocation, streamline workflows, and reduce operational costs.

Download now:

• Google Play (Android): https://play.google.com/store/apps/details?id=com.twin.pureit

The Impact: Significant Gains in Service Quality and Customer Satisfaction

The implementation of Twin Software Solutions’ O2O CRM system and mobile app resulted in a transformative impact on Unilever Pureit Vietnam’s customer service operations. The centralized management of customer data and the real-time capabilities of the mobile app led to several key benefits:

• Improved Customer Satisfaction: The ability to manage customer interactions more effectively resulted in quicker response times, higher service quality, and increased customer loyalty. Customers appreciated the consistent and reliable service, which strengthened their trust in the brand.
• Enhanced Technician Performance: The mobile app empowered technicians to operate with greater efficiency and precision. The streamlined process allowed them to focus more on delivering high-quality service, leading to faster issue resolution and a reduction in service delays.
• Data-Driven Insights: The detailed reports generated by the CRM system provided Unilever’s leadership with a clear understanding of customer needs and operational challenges. These insights were instrumental in refining the company’s service strategies and driving continuous improvement.
• Operational Excellence: By automating and centralizing customer service processes, Unilever was able to reduce manual errors, lower operational costs, and increase overall productivity.

Conclusion

Unilever Vietnam’s partnership with Twin Software Solutions showcases the powerful impact of technology in transforming customer service operations. Through the implementation of a customized O2O CRM system and a dedicated mobile app, Unilever Pureit Vietnam has set a new standard in customer care excellence. This case study highlights the importance of leveraging advanced digital tools to enhance operational efficiency, improve customer satisfaction, and drive business growth.

As Unilever Vietnam continues to expand its reach and service offerings, the solutions provided by Twin Software Solutions will play a crucial role in maintaining their competitive edge and ensuring long-term success in the market.