Lack of Overview
Every day, Sentimo receives hundreds of emails, phone calls and web forms, with questions and orders. With only one mailbox, everything was mixed up and the back office lacked overview and prioritization. As a result, employees could not be deployed effectively and efficiently where they were needed at the time.
Moreover, the available data was not used to foresee shifts in workload and peak times. And there was no insight into who was working on which case and whether everyone communicated directly and unambiguously. When a customer called, he was not recognized. It could even happen that a customer was helped by telephone by employee A, while at the same time employee B answered a previously received email.