Customer Success Study: DeinDeal

DeinDeal is Switzerland’s leading shopping platform, providing its customers with selected lifestyle and product offers at discounted prices. Founded in 2010, the company now offers more than 50,000 products to more than 600,000 customers. From Fashion and Lifestyle to Electronics to Wine, DeinDeal procures its products from all over the World and operates out its warehouse in Muttenz.

Initially focusing on couponing, the firm began selling physical products in 2012 and problems quickly arose, the biggest being delivery time. On average parcels were taking up to two weeks to be delivered. As a result, customer care was soon overwhelmed with emails and calls. Products were returned, and orders cancelled.

Improved Supply Chain - Using Salesforce, EMPAUA designed and developed a system which allowed the supply chain team to automate purchase orders to the suppliers. Customer Service - Salesforce Service Cloud was implemented for the customer care team. Live Agent and intelligent CTI call routing were set up, as well as a Customer Portal to enable customers to self-serve.

Customer satisfaction improved, with DeinDeal’s Net Promoter Score (NPS) rising significantly. The switch to Salesforce allowed for full transparency between departments across the company. Warehouse, Procurement, Shop and Order Data were all migrated to a centralized database, allowing for smoother operations and reporting.