Case Study: de Bijenkorf achieves smarter, more personal luxury service with Gen25 and Salesforce

Bijenkorf reduces chat handling time by 70 seconds with Gen25

Bijenkorf, a luxury department store in the Netherlands, faced challenges in delivering a seamless and personalized customer experience due to fragmented data and disconnected systems across its service channels. This made it difficult for its service hosts to manage inquiries efficiently. Partnering with vendor Gen25, the company sought a solution built on Salesforce Service Cloud and AI to unify its customer view and improve service quality.

Gen25 implemented a unified platform integrating all communication channels, providing a 360-degree customer view and leveraging Einstein AI for recommendations. The solution included the AI agent Co, built with RAG and Salesforce Data Cloud. The results included a 70-second reduction in chat handling time, a 75% first-contact resolution rate, and a significant 30-point increase in Net Promoter Score for damaged-item returns, demonstrating greatly improved efficiency and customer satisfaction.

Bijenkorf