Zapf Creation (UK) Ltd - Customer Queries Database
Zapf Creation AG is Europe’s leading brand manufacturer of play and functional dolls and dolls accessories. The companies top selling brands are BABY born®, with over 13 million dolls sold worldwide since 1991, Baby Annabell®, the UK’s number 1 large doll and CHOU CHOU.
All Zapf Creation brand concepts conform to the highest demands of design, quality, safety and play value. The company is represented worldwide with 8 subsidiaries in the United States, Europe as well as Asia. Zapf Creation, with headquarters in Roedental/Germany, employs 408 employees (31.12.05) worldwide and reported sales of 173.4 Mio. € for the fiscal year 2004.
The subsidiary for UK, Ireland and Scandinavia is based in Corby, Northamptonshire.
Zapf Creation UK Ltd were tracking customer queries in simple Excel spreadsheets. This meant that keeping information up-to-date by a team of Customer Service administrators was extremely difficult. The introduction of an external partner for warehousing meant that something more accessible was required.
ObjectiveZapf Creation (UK) Ltd required a system that would be available online to share information between its Customer Service administrators and their shipping & warehousing partners. The system required the setting and tracking of Key Performance Indicators (KPIs).
SolutionCANDA Systems developed an online application using PHP and MySQL with an administration interface. Users of the system can be given various access rights to parts of the system via a secure logon.
The system tracks each individual customer query and measures the time to take to close the enquiry either by internal Customer Service staff or by the external shipping & warehousing partners.
Graphical tools plot KPI data to measure team performance on a monthly basis.
The system allows the queries to be assigned to relevant staff members, a complete log is created with any actions and communication between those involved in dealing with the query. Email notifications are automatically sent out to assigned staff and overdue queries are highlighted.
The Customer Queries Database has meant a much more customer focussed system can be used and query turn around time has been significantly reduced. Communication between internal and external parties has been greatly improved and can be tracked easily by everyone who has access to the system; meaning more than one person has access to the information when required.
Website: www.zapf-creation.co.uk