Case Study: elho achieves faster, more personalized customer service with CM.com Mobile Service Cloud

elho achieves a 62.3 NPS with CM.com

elho, a sustainable flower pot and planter manufacturer, faced the challenge of managing inefficient and fragmented customer communications across multiple channels as they shifted to a B2C model. They partnered with vendor CM.com and implemented its Mobile Service Cloud to centralize customer service and gain a clearer overview of consumer interactions.

The solution from CM.com consolidated all messages from channels like email, WhatsApp, and live chat into a single dashboard, prioritized by SLAs. This provided efficiency gains through features like answer suggestions and improved internal collaboration. The measurable results included eliminating their backlog, meeting all SLAs, and achieving an excellent Net Promoter Score of 62.3.

elho