‘With SAP Service Cloud, we have transformed into a service-oriented organization. We have global visibility of complaints and inquiries, enabling us to better and faster assist customers.’
Bart-Hendrik Huisman, Head of Customer Satisfaction at Signify
Helping Customers Better and Faster
Signify is the global leader in conventional, LED, and connected lighting. They create energy-efficient lighting products, systems, and services that make people's lives safer and more comfortable, help businesses operate more efficiently and productively, and make cities more livable. Signify has around 39,000 employees and operates in over 70 countries. To better and more quickly assist customers with inquiries, they enlisted the help of Acorel.
Reliable Solution
Bart-Hendrik Huisman, Head of Customer Satisfaction at Signify: ‘Facing rapidly changing customer inquiries, we were presented with a challenge. In the past, people contacted us when they had a broken lamp. Nowadays, they want to be informed about improving the functionality of their system. To meet our customers' expectations, we searched for a reliable solution to provide better customer service.’
SAP EMEA Gold Quality Award
Acorel assisted Signify in implementing SAP Service Cloud in 60 countries within 18 months. This rapid implementation was recognized by SAP with the SAP EMEA Gold Quality Award. Huisman is incredibly proud of this award and sees it as recognition for the entire project team: ‘Working unbelievably fast together with Acorel and SAP. When we started to see the benefits of this tool within Signify, we accelerated the rollout and expanded the tool beyond the initial plan.’
Transformation into a Service-Oriented Organization
The result of this implementation at Signify is that customers now receive answers to all their questions more quickly. Huisman: ‘SAP Service Cloud allows us to transform into the service-oriented organization we aspire to be. We now have global visibility of customers' complaints and inquiries. We also monitor the costs and speed of handling these customer service requests. With this crucial data, we can enhance our customer service, products, and services.’
