Case Study: Rossmann Polska streamlines customer service with Enxoo and Salesforce Service Cloud

Rossmann Polska automates 90% of inquiries with Enxoo

Rossmann Polska, a major drugstore retailer in Poland, faced the challenge of managing thousands of monthly customer inquiries across channels with an outdated system. They needed a modern, scalable solution to improve response times, work ergonomics for staff, and data management. To address this, Rossmann partnered with vendor Enxoo to implement Salesforce Service Cloud.

The solution from Enxoo involved integrating 11 systems to create a comprehensive 360-degree customer view and implementing AI-powered automation for ticket categorization. This project was completed in eight months. The results were highly effective, achieving 90% automation in inquiry classification, saving consultants up to 3 hours of manual work daily, and significantly shortening response times. The vendor Enxoo enabled Rossmann to streamline service and efficiently support its rapid business growth.

Rossmann Polska