Online world enchants adults and children alike
The world of Playmobil makes children’s hearts beat faster, whilst at the same time offering premium quality. It is therefore only logical that the toy manufacturer also places special emphasis on outstanding customer service and an efficient sales channel online. Oracle’s versatile customer experience solution (Service Cloud) and Salesforce’s highly scalable e-commerce platform (Commerce Cloud) fully met these requirements and that is why Dept implemented both technologies into Playmobil’s systems.
Playmobil as a pioneer of the online market
In 2006, the toy manufacturer was one of the first companies in Germany to use a cloud-based e-commerce solution and chose Salesforce Commerce Cloud as its shopping platform. Today – more than a decade after the launch of the website – Playmobil decided to reform the existing shop and again commissioned Dept to make all of the shop adjustments.
User friendliness is a top priority
As Playmobil wanted to meet the growing demands of its customers and their increasingly mobile use of the internet, its main priority was to optimise user-friendliness and thus provide a responsive website. Dept, therefore, developed the entire online shop in responsive web design. Since the relaunch, customers are now also automatically forwarded to the right shop in their country, registered buyers are guided quickly and conveniently through the purchase process via the “Quick Checkout” and the search function “search as you type” has been optimised.
Playmobil also creates an integrated brand experience with the new shop, as user-oriented content – Play – is perfectly harmonised with the product world – Shop. The stronger integration of content such as videos, games or colouring sheets enables parents and children to delve deep into the lively world of play and thus build up a bond with the brand at an early stage.
Playmobil uses Oracle Service Cloud as its central CRM and benefits from a variety of functionalities – such as automatic segmentation of customer enquiries and customisation options for standardised reports. To enable Playmobil’s customers to independently receive answers to their questions round the clock, Dept has also implemented an online knowledge database (FAQs) to link customer service and the online channel. What is more, additional components for processing, managing and evaluating customer enquiries have been added and integrated into the existing Salesforce online shop.
Service Cloud Modules
The following modules are included:
- Incoming call management
- Email management
- Web Form Incident Management
- Workflow/escalation management
- RightNow Smart Assistant
- Live chat
- Context-sensitive help
- Service feedback
- Quick-Ask functionality
- Pass through Authentication
- Reporting and analysis
- Implementation of additional languages