{"id":9833,"date":"2025-07-14T10:23:48","date_gmt":"2025-07-14T08:23:48","guid":{"rendered":"https:\/\/enxoo.com\/?post_type=cpt_cs_stories&p=9833"},"modified":"2026-01-12T14:00:28","modified_gmt":"2026-01-12T13:00:28","slug":"rossmann-effective-response-to-thousands-of-inquiries-each-month","status":"publish","type":"cpt_cs_stories","link":"https:\/\/enxoo.com\/pl\/customers-stories\/rossmann-effective-response-to-thousands-of-inquiries-each-month\/","title":{"rendered":"Rossmann: Effective response to thousands of inquiries each month"},"content":{"rendered":"\n
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Rossmann: Effective response to thousands of inquiries each month<\/h1>\n\n\n\n

Rossmann Polska<\/a>, one of the largest and most frequently visited retail brands and the market leader in the drugstore segment in Poland<\/strong>, 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.<\/strong> To achieve this goal, Rossmann chose Enxoo as its implementation partner.<\/p>\n\n\n\n

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WATCH VIDEO<\/strong> <\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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READ CUSTOMER REFERENCES<\/strong><\/strong><\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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About Client<\/a><\/p>\n<\/div>\n\n\n\n

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The Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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About Client<\/strong><\/h2>\n\n\n\n

Rossmann Polska<\/a> 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. <\/strong>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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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The Challenge<\/strong><\/h2>\n\n\n\n

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.<\/strong><\/p>\n\n\n\n

\u201cEvery 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\u2019s 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 \u2013 not just improving, but staying ahead in the quality we deliver,\u201d <\/em>said Anna Chmielewska, Customer Service Manager at Rossmann<\/strong>.<\/p>\n\n\n\n

\u201cWe 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\u2019s 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,\u201d<\/em> said Andrzej Pipiak, Sales Systems Development Manager at Rossmann<\/strong>.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Products Used<\/strong><\/h2>\n\n\n\n