The Upper Franconian upholstered furniture manufacturer W. SCHILLIG relies on the complaint workflow from bpi solutions. Willi Schillig Polstermöbelwerke GmbH & Co. KG uses the solution for prompt processing of customer complaints and rapid interaction with customers.

W. SCHILLIG

The traditional medium-sized company Willi Schillig GmbH & Co. KG from Ebersdorf specializes in sofas, seating areas, and armchairs with comfort-enhancing features. Since its founding, the Upper Franconian upholstered furniture manufacturer has adhered to its values: the perfect balance of outstanding material and workmanship, attractive design, sophisticated functionality, and convincing value for money. Furthermore, the independent “Golden M” quality seal certifies the company’s outstanding quality, the health-related safety, and the guaranteed safety of its upholstered furniture.

bpi Sales Performer

At W. SCHILLIG, the customer and their wishes are always the focus. To achieve this goal, the company has relied on solutions from bpi solutions for many years. On the one hand, the bpi Sales Performer CRM solution supports W. SCHILLIG in effectively maintaining customer relationships, and on the other hand, it helps optimize processes in both the internal and external sales departments. In addition, the complaint workflow is used to turn complaints into opportunities.

The workflow designed by bpi solutions covers all cases of complaint processing, regardless of the company division responsible for the problem or the department providing assistance. Complaints are recorded at W. SCHILLIG via bpi Sales Performer and semi-automatically transmitted to all parties involved via workflow. The furniture store and, if applicable, the end customer are automatically notified of new tasks in the workflow via email. Requests that cannot be fully automated, such as requesting additional information or rejecting a complaint, only need to be supplemented with the relevant information specific to the specific case. The subject line of incoming emails automatically transfers contact information to Sales

Performer. This ensures no information is lost. All process participants are involved and always up to date on the complaint process.

In addition to optimizing customer relationships, W. SCHILLIG also uses the unified solution for economic reasons. In addition to seamless complaint processing, processes are accelerated, and end customers are assured of very rapid processing of their inquiries.