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Case Study

Enhancing operational efficiency and customer service excellence

Published on December 19, 2024

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Home / Case Studies / Enhancing operational efficiency and customer service excellence

5 minutes reading time

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EASIER REQUEST HANDLING
ACCURATE MARKETING DATA
DATA-DRIVEN PLANNING & RAPID RESPONSIVENESS

ABOUT THE CUSTOMER

Thibert, a family business founded over 45 years ago in Quebec, Canada, has grown to become one of the largest distributors in North America for wheels, automotive accessories, tools, and parts for recreational vehicles and trailers. The company’s extensive inventory also includes home, sports, and leisure products. 

With a passionate team of close to 500 people dedicated to serving their 15,000+ clients, Thibert strives to uphold its commitment to excellence and unique client experiences.

GET THIS AS A CASE STUDY PDF

CHALLENGES AND BUSINESS PAIN POINTS

Dedicated to continuous improvement, Thibert proactively addressed several operational challenges. 

These included the absence of a centralized system; they used to depend on separate systems and manual processes for managing operations and customer interactions. With limited user management control over contacts and communication options, the company recognized the need to manage a high volume of customer requests exceeding 15,000.

This stance led them to tackle inefficiencies in handling inquiries and document requests, such as invoices and credit status information.

CREATIO'S CRM SOLUTIONS

Recognizing the urgent need for efficiency, Thibert sought an agile Customer Relationship Management (CRM) system to streamline their operations and enhance customer experiences. By embracing Creatio’s no-code platform, Thibert optimized their customer-facing workflows, ensuring faster responses and improved services for clients.

  • No-Code Solution: Provides flexibility to swiftly implement ideas, empowering Thibert to innovate at a rapid pace.
  • Service Modules with Cases: Streamlines request handling.
  • Expanded Authorization Permissions: Enhances user control over contacts and communication options.
  • Development of Web Services in ERP for quick access to critical information like credit statuses, invoices, and tracking numbers.
  • Optimized Processes for generating transport quotes, reducing reliance on email exchanges.

CONCLUSION

Thibert’s proactive approach to addressing their operational challenges with Creatio’s no-code platform allowed them to transform their workflows, resulting in faster responses and enhanced services. 

Solutions Metrix played a pivotal role during Thibert’s implementation, ensuring success through expertise in user adoption, change management, and implementation best practices. 

GET THIS AS A CASE STUDY PDF

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