With a rich history dating back to 1818, Paul Hartmann has been at the forefront of pioneering healthcare and hygiene products for nearly two centuries.
To stay ahead and embrace the opportunities of the digital age, Paul Hartmann came to DEPT® as a partner with cutting-edge digital expertise. By working together, we managed to enhance their e-commerce capabilities, streamline sales processes, and improve the overall service experience.
Healthcare challenges in the digital age
Believing that everyone deserves access to the best possible care, Paul Hartmann aims to provide a high-quality healthcare experience. In order to accelerate their digital activities they were looking for a reliable partner who could turn their business needs into technical solutions.
Paul Hartmann came to us with three main challenges:
Paul Hartmann wanted to streamline their e-commerce operations by implementing direct purchases online and home delivery. This had to happen by creating a direct-to-consumer flow.
Overview of service and commerce
A company sought to implement a comprehensive overview system that integrated service and commerce data. This system would provide a holistic view of customer interactions, preferences, and purchase history.
Better service experience
Paul Hartmann aimed to improve their service experience by enhancing case submission processes and adding service channels to their existing customer service teams. They also wanted to optimize routing through service representatives.
Accelerating digital transformation
We started our collaboration by assembling a team consisting of consultants, developers, architects, project managers, and account managers. To address Paul Hartmann’s challenges we took the following steps:
Our team was closely aligned with the client, ensuring agreement on deliverables, data requirements, and key milestones. We adopted a quick go-to-market strategy to expedite project success.
We implemented a comprehensive Customer 360 overview system and Service Console from Salesforce. This provided Paul Hartmann with all the important customer data and enabled customer service agents to handle inquiries more efficiently.
An email-to-case routing system helped us automate the process of assigning incoming customer emails to the appropriate customer service teams. This streamlined the response process, reducing manual intervention, and improving overall efficiency. We also integrated phone systems that enhanced customer service capabilities.
Dashboards and reports
We built dashboards and reports to track customer service and e-commerce sales metrics, providing Paul Hartmann with valuable insights into their performance.
We enabled customers to submit cases directly through the website for e-commerce related inquiries. This eliminated the need to navigate through multiple channels or rely solely on traditional communication methods.
By collaborating with DEPT®, Paul Hartmann enhanced digital presence, service capabilities, and sales optimization for profitable growth. Our collaboration facilitated a rapid go-to-market strategy for rollouts in three countries (Czech Republic, Spain, and France), ensuring swift implementation of digital solutions.
Based on the current success, Paul Hartmann is considering the potential extension of the implemented solutions to additional markets, within the next months, year to come.
Find out how we shape the future of healthcare
Lead Salesforce CRM Consultant
Health Service Executive (HSE)