Salesforce Einstein elevates de Bijenkorf’s customer service

de Bijenkorf the premier high-end department store in the Netherlands, is synonymous with luxury, quality, and exceptional service. Known for their commitment to class-leading customer experiences, de Bijenkorf faced a critical question: how could they improve response times and service quality to meet the ever-growing expectations of their customers in a fiercely competitive retail landscape?

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The Challenge: Redefining excellence in customer service

The retail world is a crowded marketplace, where customers expect lightning-fast, personalised service. de Bijenkorf aimed to ensure that its service team could handle increasing volumes of requests while maintaining high standards of precision and customisation.
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Always keen to improve the quality of its service, Bijenkorf teamed up with Gen25 to harness the potential of Salesforce Einstein. Together, we have devised a strategy to transform the customer service experience using AI.

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Einstein recommendations

At Gen25, we understand that every challenge presents an opportunity. When we dove into de Bijenkorf's processes, we identified key areas where AI could deliver real impact. Our recommendation was clear: leverage Salesforce Einstein to optimise case classification and next-best-actions (NBA).

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We began by mapping their customer service workflows to uncover bottlenecks and inefficiencies. The solution? An intelligent, AI-powered system designed to support agents in real-time, empowering them to work smarter, not harder.

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With this insight, we seamlessly integrated Salesforce Einstein into their systems. This implementation combined Case Classification and Next-Best-Actions (NBA) to revolutionise their customer service process. Acting as a personal assistant, Einstein delivered:

• Case classification recommendations: Accelerating the assignment process with better accuracy.
• Knowledge base optimization: Guiding agents to the most relevant resources for quicker resolutions.
• Tailored next steps: Generating optimised replies and triggering automated screen flows for efficient order actions.

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Einstein enabled de Bijenkorf’s agents to deliver efficient, high-quality support while maintaining the personal touch that their customers expect.

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But our role didn’t end there. At Gen25, we believe in true partnerships. Beyond implementation, we worked closely with de Bijenkorf’s team to ensure a seamless integration. We provided hands-on training, empowering their agents to maximise Einstein’s potential and embedding this AI-driven approach into their everyday operations.

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Exciting results

The integration of Einstein had a significant impact, enhancing both the efficiency and quality of de Bijenkorf's customer service operations. Key outcomes include:
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• 18,600 actions taken in 2023 based on Einstein's next-best-action recommendations.
• 70 seconds reduction in average chat handling time due to improved case classification and tailored replies.
• 75% first-contact resolution rate, minimising follow-ups and reducing e-commerce resends.
• A 30-point NPS increase for returns of damaged articles, jumping from 25 to 55 after implementing Einstein NBA
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Our work with de Bijenkorf reflects what we do best: transforming challenges into opportunities. By combining deep expertise in Salesforce with a tailored, customer-first approach, we enabled de Bijenkorf to achieve results that matter.
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de Bijenkorf has set a new standard for luxury retail service, proving that technology and personalisation can go hand in hand. We’re proud to have been part of their journey and look forward to empowering more organisations to embrace AI-driven transformation.

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