Case Study: Hermes achieves company-wide CRM transparency and continuity with BSI CRM from BSI Business Systems Integration AG

Hermes - Customer Case Study

BSI Business Systems Integration AG implemented a CRM solution for Hermes Logistik Gruppe Deutschland, a major German logistics service provider. The challenge was to create a company-wide system that could handle deliveries in the B2C and C2C sectors, moving beyond a traditional contact center focus to provide transparency and continuity of customer data across the entire organization.

The solution from BSI was a comprehensive CRM system that created a 360-degree customer view, interfacing with logistics systems to cover the entire value chain from order receipt to delivery. BSI's implementation successfully connected 59 branch offices without disrupting ongoing operations. This provided Hermes with consolidated information for all services, significantly improving their ability to manage customer interactions and provide timely information.

Hermes

Michael Barbarino

Customer Service Department Head