Challenge

Unilever Pureit has identified a significant challenge in their customer management approach. Currently, they lack an efficient system to manage and track customers effectively. Customer care activities are disorganised and inconsistent, resulting in insufficient records and information about the next steps in the customer care process.

To tackle this issue, Unilever Pureit needs to establish a system for managing the delivery, installation, and repair progress carried out by technicians for their customers. This system will enable them to record and update information regarding the status of each order, from the moment it’s placed to the point when the product is delivered to the customer’s doorstep. Furthermore, tracking technicians and updating repair information will ensure the accurate processing of all customer requests and information.

By implementing a system for overseeing delivery, installation, and repair progress from technicians to customers, Unilever Pureit aims to enhance service quality and effectively meet customer needs.

Solution

Twin Global has successfully addressed Unilever Pureit’s challenges by developing a comprehensive solution that includes an O2O CRM system and a dedicated Mobile App.

The Twin Global O2O CRM system is a robust tool designed to capture information about potential customers and facilitate effective interactions in customer care. With this system, Unilever Pureit can readily identify high-potential customers, allowing for the creation of targeted and efficient marketing campaigns. Additionally, the system automates and accurately records orders, offering convenience and efficiency in the ordering and order processing procedures.

Furthermore, Twin Global has created a specialised Mobile App tailored for Unilever Pureit technicians. This app empowers technicians to update job progress, document completed tasks, and provide flexible reporting to the company.

Through these two solutions, Unilever Pureit can comprehensively gather customer information, respond promptly and accurately to customer requests, and enhance the overall work performance of their technicians.

Results

Twin Global’s comprehensive solution has delivered remarkable outcomes for Unilever PureIt’s customers. Previously, Unilever PureIt struggled with the complexities of managing customer information, spanning from acquisition to order placement. However, with Twin Global’s centralised customer management system in place, the entire process, from marketing to customer care and ordering, has become more efficient and streamlined than ever before.

Moreover, Twin Global has introduced a specialised system tailored for technicians, enabling them to conveniently and accurately update job progress and reports. This improvement has elevated the performance of technicians, allowing them to respond promptly and effectively to customer requests.

Additionally, Twin Global offers a reporting system accessible to Managers and Board of Directors (BODs), enabling them to monitor and assess the effectiveness of business operations and customer care. Detailed reports and critical information equip managers to make precise and informed decisions.

These achievements underscore the fact that Twin Global’s solution for Unilever PureIt not only enhances customer management but also provides significant advantages for management teams and the technical workforce alike.