System support for effective processing of existing and potential customers
JUNIBACKEN
Junibacken is the premier family destination for a magical experience designed to inspire children's love of reading. We help them understand, reach, and connect with their customers.
Junibacken was successful in customer satisfaction, with a high Net Promoter Score (NPS). However, the client’s solution in terms of system support presented challenges that prevented them from effectively managing customers and prospects.
The absence of a system that consolidates customer data made it challenging to conduct a thorough analysis of customer behavior and implement marketing strategies to enhance customer engagement.
Differ was asked to provide a basis for decision-making and a recommendation for system support. The goal was to make the customer experience and communications more targeted, differentiated, and automated to increase revenue through new, up-sell, and cross-sell opportunities and to promote customer loyalty.
The Differ team evaluated and defined Junibacken's requirements, challenges, and prerequisites for customer engagement and system support. They developed a customized data model to address these needs and outlined a set of requirements for an existing support and data system to address specific data challenges.
This was followed by an evaluation of several CRM, MA, and DW systems to determine the most appropriate options. This process resulted in a final recommendation, along with documented decision guidance, for review by both the management team and the board.
The decision-making process was based on a business case and a time and activity plan, ensuring efficient implementation of the proposed solution.
Finally, the Differ team provided support in dialogues with the existing and new system providers to facilitate implementation.
For more information, contact:
Cecilia Clausen
+46 70-742 08 66
