Case Study: Nicovij achieves centralized, real-time customer service visibility with SuperOffice

Nicovij - Customer Case Study

Nicovij is a group purchasing organization serving 85 independent retail members through its Enorm (consumer) and Profnorm (B2B) formulas, supplying tools, machinery and related services while supporting members with marketing, automation and operational advice. With several hundred monthly requests arriving by email and phone and expected company growth, Nicovij faced a risk of messy, error-prone and inefficient customer service without a centralized solution.

Implementing SuperOffice Service centralized request handling and aligned standard operating procedures for product questions, returns, pricing and defect reports; the system integrated with Nicovij’s Extranet, lets members file and track requests and hosted FAQs to improve self-service. Staff gained real-time visibility and reporting on request volume, types and response speed, leading to more efficient case handling, transparent member access to status updates and continuous improvements in service quality and productivity.

Nicovij

Marcel Wijnbergen

Application Manager