Rossmann: Effective response to thousands of inquiries each month
Rossmann Polska, one of the largest and most frequently visited retail brands and the market leader in the drugstore segment in Poland, continually improves its processes to provide customers with efficient and comfortable service. With its growing scale of operations in Poland, the company decided to streamline its customer inquiry handling system by implementing, among others, Salesforce Service Cloud. To achieve this goal, Rossmann chose Enxoo as its implementation partner.
About Client
Rossmann Polska is a recognized and trusted brand with drugstores located throughout the country. The company employs over 18,000 people and operates more than 1,900 stores, serving over 1.1 million customers daily. With the growth of the online channel, Rossmann has been intensively developing its operational infrastructure. Such a large scale of activity required modern tools to enable efficient management of customer inquiries, regardless of the contact channel or the nature of the case.
The Challenge
The Rossmann Polska Customer Service Office team handles several thousand inquiries every month. With the increasing volume and complexity of inquiries, the need arose to modernize the system to not only improve the ergonomics of consultants’ work but also speed up response times, providing better data insights and effective management during peak periods.
“Every inquiry is important to us because it reflects the needs of our customers. What they turn to us with, what they face, really sets the direction for our actions. That’s why the idea for modernizing our system came about. There was a need to grow, to respond to current and changing realities, and above all, we wanted to take care of our customers – not just improving, but staying ahead in the quality we deliver,” said Anna Chmielewska, Customer Service Manager at Rossmann.
“We knew we needed an advanced tool that had to be highly efficient and scalable. Until now, we had been developing our system ourselves, so we had control over it from the process level down to the color of a button, and we wanted the new system to be even better. We wanted our consultants to have a full, 360-degree view of the customer, the necessary data, and the issue they contacted us about. Of course, that’s the business and visual layer, but underneath there are databases, other systems, and essential integrations. In short, we needed to choose such a tool and partner that when our next business need arises, it could be implemented easily and quickly,” said Andrzej Pipiak, Sales Systems Development Manager at Rossmann.
Products Used
- Service Cloud
- Einstein AI
- Enxoo Documents
- Salesforce Customer 360 Privacy Center
- Integration of 11 systems to provide full customer context
The Solution
Collaboration with Enxoo allowed Rossmann Polska to implement a new customer service system in just 8 months, creating a comprehensive 360° customer view. An integral part of the implementation was integration with 11 existing systems to ensure that the view in the new tool was based on complete data.
A key element of the project’s success was teamwork – people who use the system daily were directly involved in its co-creation. Thanks to the agile methodology and iterative approach, it was possible to continuously improve functionalities, even those not initially planned.
“We worked in an agile, incremental way, in two-week sprints, and tried to ensure that each work segment delivered something tangible, visible, and clickable – ideally, a working piece of the system. We had an influence on shaping the system, and during the project, we discovered areas for improvements, new functions, or process fragments that we could enhance but hadn’t originally planned for. Thanks to the Enxoo team’s extensive knowledge of Service Cloud and their flexibility, we managed to achieve this,” said Andrzej Pipiak.
The Results
The new system provided consultants with access to complete inquiry data in one place, automatic ticketing and routing, which balanced the workload and sped up service. Leaders gained new possibilities for real-time reporting and data analysis.
“The Einstein functionality, based on a large language model and AI solutions, enabled automatic ticket categorization. The level of automation in this area reached 90%, meaning only 10% of inquiries we receive require correction and consultant involvement,” said Anna Chmielewska. “Automatic categorization not only brings tangible time savings but also equalizes consultants’ opportunities for skill development. It eliminates the tendency to choose inquiries based on personal preference, giving everyone equal chances,” she added.
- 90% effectiveness of automatic inquiry classification thanks to AI
- Up to 3 hours less manual work per day
- Savings of up to 15 minutes for the most complex inquiries
- Shortened response times to inquiries
- Improved work ergonomics and attentiveness in service
- Ability to further develop the system along with the organization
Thanks to the implementation of Salesforce Service Cloud, we not only simplified our processes but, above all, we can better respond to customer needs – with greater attentiveness and engagement from our teams, replacing manual actions with technology-supported approaches. The automations and new functionalities introduced together with Enxoo helped us reach inquiries faster and respond quicker, which really shortens response times.
Anna Chmielewska, Customer Service Manager at Rossmann
We have been live since last year, so we can confidently say that the system meets all our requirements, is user-friendly, and efficient. We are constantly developing it, and I think the best recommendation is that we have plenty of business ideas, keep adding new features, and continually think about how we can improve our processes and better use the data and reports.
Andrzej Pipiak, Sales Systems Development Manager at Rossmann
Summary
The implementation of Salesforce Service Cloud with the support of Enxoo allowed Rossmann Polska to streamline customer service and increase operational efficiency while maintaining business continuity. The project proved that effective change is one that grows with the organization and is created in collaboration with the people who will use it.
During the project, the number of physical stores in Poland increased from 1,800 to 1,924, illustrating Rossmann’s pace of expansion. Automated processes and intelligent solutions enabled the opening of new locations while maintaining smooth and uninterrupted customer service, even during the busiest periods such as Black Friday.
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