PROJECT OVERVIEW

CLIENT:
  • newel-brands
TECHNOLOGIES INCLUDED:
  • infor

PROJECT SUMMARY

  • SeeLogic were employed as part of Newell brands strategy centralising Customer Service functions across Europe. SeeLogic worked hand in hand with the internal IT function.
  • SeeLogic both provided analysis for a best-fit CRM solution and then helped configure the system to provide a cost-effective solution to Newell’s requirements. From this successful beginning SeeLogic has provided over 10 years of technical support.

PROJECT OUTCOMES

  • Consolidated approach to call handling
  • Single, fully integrated system across all European divisions
  • Auditable claims progress
  • Integrated CRM & ERP systems to provide a centralised view of the customer

PROJECT DETAIL

As a result of acquisitions over the years, Newell Brands used to operate some 35 disparate customer service centres across Europe. The company decided to consolidate and harmonise these centres, as part of its ‘One Company’ strategy. The overarching goal was to improve service quality and efficiency through simplified and unified processes.

SeeLogic provided analysis to show how the CRM system would be a good fit for the project plus a good match to Newell’s wider European business model.

Newell chose SeeLogic for its CRM expertise and ability to develop and configure the system to meet business requirements in a cost-effective manner. SeeLogic had also already been supporting the UK team and could demonstrate their commitment to providing excellent technical support, including out-of-hours coverage.

In addition, SeeLogic applied their integration expertise by linking the CRM system to Newell’s ERP system and its data warehouse.

This relationship has continued for 10 years and is built on a high level of trust and mutual support.

ABOUT NEWELL BRANDS

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