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PROJECT OVERVIEW
PROJECT SUMMARY
- SeeLogic were employed as part of Newell brands strategy centralising Customer Service functions across Europe. SeeLogic worked hand in hand with the internal IT function.
- SeeLogic both provided analysis for a best-fit CRM solution and then helped configure the system to provide a cost-effective solution to Newell’s requirements. From this successful beginning SeeLogic has provided over 10 years of technical support.
PROJECT OUTCOMES
- Consolidated approach to call handling
- Single, fully integrated system across all European divisions
- Auditable claims progress
- Integrated CRM & ERP systems to provide a centralised view of the customer
Implementing a CRM was a key component of our Customer Service centralisation project.
Implementing a CRM was a key component of our Customer Service centralisation project. It facilitated the seamless transfer to common processes and a unified way of working. At the same time ensuring a high level of Customer satisfaction was maintained. SeeLogic were the ideal implementation partner for us; knowledgeable, responsive and agile. As our Service Centre and systems have matured, SeeLogic have played an important part in supporting us on that journey.
Neil Trigg Newell Brands EMEA – IT DirectorPROJECT DETAIL
As a result of acquisitions over the years, Newell Brands used to operate some 35 disparate customer service centres across Europe. The company decided to consolidate and harmonise these centres, as part of its ‘One Company’ strategy. The overarching goal was to improve service quality and efficiency through simplified and unified processes.
SeeLogic provided analysis to show how the CRM system would be a good fit for the project plus a good match to Newell’s wider European business model.
Newell chose SeeLogic for its CRM expertise and ability to develop and configure the system to meet business requirements in a cost-effective manner. SeeLogic had also already been supporting the UK team and could demonstrate their commitment to providing excellent technical support, including out-of-hours coverage.
In addition, SeeLogic applied their integration expertise by linking the CRM system to Newell’s ERP system and its data warehouse.
This relationship has continued for 10 years and is built on a high level of trust and mutual support.
“Organisations employ SeeLogic for our experience, product knowledge and expertise in helping them realise the benefits of their system quickly and cost effectively
Clients generally know what they want, mapping this in sufficient detail, and working out how they will get the CRM system to do what they want, can be challenging. It is because of such challenges that clients look to recruit the professional services help & expertise. Although all clients are different we have seen many of their challenges before so can move quickly. Likewise, our understanding of the product means we can focus on efficiency, effectiveness, ease of use, etc. And help the adoption of new processes within the organisation”
Lenny Khan Customer Success ManagerABOUT NEWELL BRANDS
Newell Rubbermaid is a global marketer of consumer and commercial products that touch millions of people every day where they work, live and play. Headquartered in Atlanta, Georgia, the company has about 19,000 employees worldwide, with sales of approximately $6 billion.
Newell Rubbermaid products and brands are organized into three segments: Home & Family; Office Products; and Tools, Hardware & Commercial Products. The corporate vision is to be a global company of Brands That Matter™ and great people, known for best-in-class results. Over the years, the company has built a strong portfolio of brands, including Dymo®, Parker®, Waterman®, Paper Mate®, Graco®, Rubbermaid® and Irwin®.
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