Case Study: Boise Office Solutions improves customer retention with Serchen CRM

Boise Office Solutions - Customer Case Study

Boise Office Solutions, a company that sells office products directly to businesses, faced the challenge of effectively implementing a CRM strategy without inconveniencing its customers. The vendor Serchen helped them develop a program focused on an IT strategy to understand and complete customer needs, ensuring their two largest channels, phone and web, remained fully functional throughout the process.

The solution implemented by Serchen centered on leveraging technology to deeply understand product details, which allowed Boise to curate offerings that fit specific customer wants. This strategic approach to CRM, which involved a significant investment, was deemed a valuable success as it resulted in excellent customer retention, proving the initiative's worth for the business.