Bijenkorf’s digital transformation: A smarter, more personalised shopping experience

For over a century, Bijenkorf has been synonymous with luxury shopping in the Netherlands. With a legacy built on exceptional customer service, they recognised that modern shoppers expect seamless experiences across all channels—whether browsing online, visiting stores, or reaching out for support.

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Bijenkorf faced a growing challenge: how to unify customer data, streamline operations, and enhance efficiency while still delivering a highly personalised experience.

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With thousands of interactions happening daily, their existing systems were struggling to keep pace. Customer data was scattered, making it difficult to get a clear view of shopping behaviors, preferences, and service history. Additionally, their service teams needed tools that would allow them to engage more effectively while maintaining operational efficiency.

Bijenkorf sought a solution that would strengthen its customer focus, increase efficiency, and elevate the entire customer experience.

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Reimagining customer engagement

Gen25 stepped in as a trusted partner, working closely with Bijenkorf to implement a transformative Salesforce solution tailored to their unique needs. The journey wasn’t just about technology—it was about streamlining processes, improving service efficiency, and strengthening customer relationships.

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A unified customer view

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By integrating Service Cloud and Einstein, Bijenkorf gained a 360-degree view of customers. Every interaction—from past purchases to service requests—became easily accessible, allowing agents to respond quickly and personalise support.

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Smarter, and faster customer service

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With Service Cloud, agents could resolve inquiries faster. Intelligent case routing ensured requests reached the right agent at the right time, improving first-contact resolution rates. Salesforce’s next best action guided agents with proactive, personalized recommendations.

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This was especially valuable during peak seasons like the festive period, when customer inquiries surged, and new agents were onboarded. Smart automation and Einstein suggestions helped agents—both new and experienced—handle high volumes efficiently, ensuring consistent service quality.

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Knowledge

Agents benefited from a centralized knowledge base and Einstein AI-powered recommendations, enabling quick, accurate responses. AI also surfaced relevant knowledge articles and best practices within their workflow, helping new team members deliver expert-level service from day one. With powerful reporting and real-time dashboards, Bijenkorf could track service performance and customer satisfaction metrics like NPS.

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Transforming the customer experience for the future

The impact of this transformation has been remarkable, reaffirming Bijenkorf’s commitment to delivering an unparalleled customer experience while improving operational efficiency:

More efficient customer service: Thanks to streamlined processes, intelligent routing, and AI-driven support, Bijenkorf’s service teams now handle inquiries faster and with greater accuracy, improving customer satisfaction.
Einstein AI has helped refine proactive service responses, driving both engagement and conversion rates without compromising the brand’s personal, customer-centric approach.
Stronger customer loyalty: Personalised engagement, faster support, and relevant recommendations have led to deeper relationships, increasing both retention rates and overall customer satisfaction.
Data-driven decision making & efficiency gains: With AI-powered insights and a consolidated system, Bijenkorf can now make smarter, real-time decisions that not only enhance customer experience but also optimise internal workflows, reducing manual work and improving efficiency across teams.

By embracing digital innovation with the help of Gen25, Bijenkorf has not only preserved its legacy of excellence but has redefined what it means to be a luxury retailer in today’s connected world.

The future of shopping at Bijenkorf is smarter, more personalised, and more efficient than ever before.

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