Blog
Jun 10
Karcher and Woven

Karcher and Woven

Kärcher is the world’s leading provider of cleaning technology. With high-pressure cleaners, vacuums, driers, vehicle wash systems, water treatment plants, dispensers, pumps and watering systems, Kärcher offers a range of innovative cleaning solutions.

Challenge

  • Karcher was struggling to cope with extreme seasonal fluctuations in customer contact and efficient ways to provide technical support.
  • The in-house team were relying on disparate data systems and siloed knowledge that delivered an inconsistent brand experience.
  • Minimal visibility of customer service quality or performance, and no real control over key metrics such as First Contact Resolution.

Solution

  • Woven initially provided a full CX audit and assessment across all Karcher customer touchpoints to understand pain points and opportunities. 
  • Designed and built a new bespoke CRM and contact management solution to record Karcher key customer data and improve the overall customer journey.
  • Deployment of innovative inbound/outbound voice and email integration solution.
  • Design and deployment of product diagnostic tools and knowledge management system.
  • Innovative and flexible advisor resourcing model including blended dedicated Karcher advisors with overflow into on-demand specialist advisor resource.
  • Roadmap of continuous improvement including CS process re-engineering, Trustpilot linked emails, desktop and CRM automation and enhanced insight and analytics on potential product improvements.

Outcome

  • Email AHT reduced by 33% whilst increasing CSAT
  • Real-time visibility of CS teams quality and performance 
  • Significant increase in FCR 
  • Trust Pilot scores improved by 200%
  • Full customer data profiling by product, region and customer journey
  • Reduction of call abandonment rate to <5%

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