Case Study: Beurer enhances customer experience with Persistent Systems and Salesforce CTI

Beurer Partners with Persistent to Enhance Customer Experience

Beurer, a manufacturer of health and wellness products, faced a significant challenge with its customer service operations. Lengthy call wait times, high abandonment rates, and an inefficient process where customers had to repeat information were frustrating clients and damaging brand loyalty. The company used Salesforce Service Cloud, but its call center was not integrated. Beurer partnered with Persistent Systems to modernize its customer service and address these critical issues.

Persistent Systems implemented a computer-telephony integration (CTI) solution that seamlessly connected the call center with Salesforce Service Cloud. This allowed agents to quickly access customer histories and knowledge bases, leading to faster, more personalized service. The solution from Persistent Systems successfully reduced call handling times and overhead costs, which significantly improved the overall customer experience and helped restore trust in the Beurer brand.

Beurer

Irina Wittmann

Manager Customer Experience