From Zero-code to Hero
,allowExpansion)
Scenario
Digitizing the supply chain editorial processes
With over 5000 served retail outlets and more than 600 publishers distributed throughout Italy, Messaggerie Libri (MeLi) is the most important independent Italian distributor of editorial products. Expanded in parallel with the company's growth, MeLi's business now covers the entire distribution chain.
Cluster Reply has supported MeLi in the digitalization of its customer care processes towards end customers and publishers by implementing the Microsoft Dynamics 365 solution.
THE CHALLENGE
A customer-oriented itinerary in stages
To meet the diverse needs of clients and publishers, in the implementation of Microsoft Dynamics 365, Cluster Reply initially fully utilized the standard features provided by the solution, appropriately configured and customized to meet business requirements.
Subsequently, solutions and features were added specifically to meet the needs of Messaggerie Libri and its way of working, such as automatic ticket reassignment based on workload, integration with the website, management of specific reports, digitization of the “Become our customer” process, electronic signatures, and the use of artificial intelligence for the automatic classification of tickets opened via email.
The interventions made have improved the management of customer and publisher support, provided a support tool in managing negotiations, and ensured a complete restyling of the methods for receiving and managing potential new clients, significantly reducing manual activities and providing clients and publishers with an excellent service.
The objectives of messaging
A custom cloud-based solution for editorial needs
To achieve the business objectives set by Messaggerie Libri, Cluster Reply participated in the complete review of customer service tools and the overall restructuring of those used in managing negotiations and publisher assistance.
The starting point was the collection and identification of the needs of customer care operators and the offices that manage credit and commercial conditions.
The ultimate goal was to design internal management processes for reports and negotiations that would reduce manual operations with little added value, allowing CRM users to focus on all those activities that bring value to the company, both directly and indirectly.
HOW WE DID IT
The path taken by Messaggerie Libri
The path taken by Messaggerie Libri, with the support of Cluster Reply, has seen, in recent years, the gradual implementation of a digitalization plan that has involved internal processes and service delivery from a customer-oriented perspective. A central element of this transformation process has been the adoption of Microsoft Dynamics 365 in the areas of Customer Service and Sales, in two phases:
In the first phase, the standard functionalities of the system were fully utilized across all involved business areas, with a Zero Code approach. In the second phase, however, the decision was made to develop tailor-made processes on MeLi to improve customer and publisher support.
Main features of the solution
Book Messengers
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Messaggerie Libri has been chosen by over 600 publishing brands as a partner. Their business currently involves around 4,000 sales points between bookstores and stationery stores. Whether they are small shops or large sales points, bookstores are part of a vast heritage and have established a relationship of mutual trust with Messaggerie Libri. Messaggerie Libri's commitment is to always provide reliable and timely responses to meet market needs. They offer the Italian book market the best publishing services in terms of completeness, continuity, reliability, and quality of performance.