Gartner's Acknowledgment

CRM and CX
with Reply

Reply is a Leader in 2021 Magic Quadrant for CRM and
Customer Experience Implementation Services Worldwide

CRM and CX with Reply 0

REPLY MARKET RESEARCH HUB

Research

(BEYOND) DIGITAL MARKETING

The goal of this research is to share some insights into how marketers are tackling the different challenges coming from Coronavirus and the strategies they are using to thrive.

An overview on the growing dominance of Big Tech, the market response to MarTech, the importance of Data and Ethics

(BEYOND) DIGITAL MARKETING 0

01.07.2021

News & Communication

Reply named a Leader in the May 2021 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services

For the second year in a row, Reply has been positioned as a Leader by Gartner, the world’s leading research and advisory company, in their Magic Quadrant for CRM and Customer Experience Implementation Services Worldwide.

BNP PARIBAS

Case Study

DIGITAL MARKETING CONTRIBUTES TO THE GROWTH OF BNP PARIBAS

Centric is the BNP Paribas’ digital banking platform that offers all of BNP Paribas’ services to its Corporate and Institutional clients worldwide. In an effort to increase customer engagement and improve the onboarding experience, the Centric marketing team turned to Marketo for solutions.

DIGITAL MARKETING CONTRIBUTES TO THE GROWTH OF BNP PARIBAS 0

13.05.2020

News & Communication

Reply named a leader in the April 2020 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services

Gartner, a leading IT research and strategic consulting firm, has positioned Reply among the leaders in their Magic Quadrant for CRM and Customer Experience (CX) implementation services worldwide.

Salesforce Marketing Cloud

Case Study

KWS Saat: A news cockpit for farmers

The seed manufacturer KWS SAAT is committed to a close partnership with customers. Arlanis Reply assisted in accompanying farmers in the cultivation process with personalized information using the Salesforce Marketing Cloud.

KWS Saat A news cockpit for farmers 0

Customer Care

Research

CUSTOMER SATISFACTION IN THE DIGITAL AGE

Sprint Reply has conducted a study to research the field of Digital Customer Care (DCC) by performing in-depth interviews with digital customer service executives of large German corporations as well as Digital Experience technology suppliers. Furthermore, a technical benchmarking analysis of both B2C web and mobile services has been conducted.

CUSTOMER SATISFACTION IN 
THE DIGITAL AGE 0

CRM

Best Practice

Oracle Engagement Cloud: Four steps to a state of the art CRM

A transport and logistics service provider was faced with the challenge of consolidating all independent CRM initiatives of individual markets in a global platform. Riverland Reply helped its customer to achieve a cutting-edge CX platform in four steps.

CRM and Marketing

Case Study

MULTI CLOUD PROJECT AND ROLLOUT IN 30 COUNTRIES

In order to achieve more transparency and efficiency within the company, KWS SAAT SE strived to optimise processes in cooperation with its global daughter companies. To realise their plans KWS partnered with Arlanis Reply. First, a CRM and Marketing solution based on the Salesforce platform and Marketing Cloud was implemented and a global template for the roll out in 30 countries was developed.

MULTI CLOUD PROJECT AND ROLLOUT IN 30 COUNTRIES 0

Best Practice

Automated email agent for contact centres & helpdesks

Email or other text-based communication channels (such as ‘contact us’ form submissions) represent significant amount of the traffic passing into your customer service & helpdesk functions.

22.05.2019 - 23.05.2019 / LONDON

Event

Gartner Customer Experience & Technologies Summit 2019

Reply takes part in Europe’s most important annual gathering for IT and Business professionals who focus on the technologies and best practices that enable the customer experience. Attendees to the event will discover a greater breadth and depth of CX content.

Gartner Customer Experience & Technologies Summit 2019 0

Automotive

Best Practice

SALES CLOUD FOR A CARMAKER’S CENTRAL SOUTH-EASTERN EUROPE MARKETS

When a customer interacts with an organization, it is valuable for the organization to gain a wide range of information available in order to give the customer a personalized experience. Recently, this became the focus for a German multinational producer of automobiles and motorcycles.

SALES CLOUD FOR A CARMAKER’S CENTRAL SOUTH-EASTERN EUROPE MARKETS 0

11.03.2019

News & Communication

REPLY NAMED A VISIONARY IN “MAGIC QUADRANT FOR CRM AND CUSTOMER EXPERIENCE IMPLEMENTATION SERVICES, WORLDWIDE” BY GARTNER

Reply today announced it has been positioned as a Visionary by Gartner in its February 2019 “Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide” due to its commited focus on creativity and innovation, as well as its ability to deliver.

SEA Group

Case Study

HOW TO ENGAGE AIRPORT PASSENGERS THROUGH GAMIFICATION

The SEA Group aimed to release a cutting-edge marketing campaign based on the concept of gamification. The implementation of SAP C/4 HANA helped Syskoplan Reply to carry out such initiative by turning the passengers into users involved in a multichannel campaign consisting in a sort of treasure hunt called "Hashtag Hunting".

HOW TO ENGAGE AIRPORT PASSENGERS THROUGH GAMIFICATION 0

10.05.2017 - 11.05.2017 / London

Event

Gartner Customer Experience & Technologies Summit 2017

Reply takes part in Europe’s most important annual gathering for IT and Business professionals who focus on the technologies and best practices that enable the customer experience. Attendees to the event will discover a greater breadth and depth of CX content.

HOW TO CREATE THE RIGHT HOLISTIC EXPERIENCE FOR CONSUMERS

Humanoid Robots Developement

Best Practice

“Hi, I'm Pepper! How can I help you?”:
The Pepper Experience

Sprint Reply and Bitmama are the two Group companies which have become a centre of expertise focused on the design of the Pepper humanoid robot, thanks to the partnership with Softbank Robotics, a leader in the non-industrial humanoid robots sector.

“Hi, I'm Pepper! How can I help you?”The Pepper Experience 0

A new Customer Service Management for Epson

Cluster Reply worked alongside Epson to design and develop a new customer service management solution based on Microsoft Dynamics 365.

A new Customer Service Management for Epson 0

Chatbot

Best Practice

The new challenge for Contact Centre Automation

Syskoplan Reply has developed a new customer care service using the Chatbot technologies for a leading multi-utility company. The chatbot represents a new communication channel, addressing users’ need for reliable and immediate answers made available thanks to the use of Artificial Intelligence.

Customer Centric

Case Study

Customer centricity in Cloud

Edenred, the company behind internationally renowned products like Ticket Restaurant®, sought to modernise its sales processes and optimise company-wide collaboration across all departments. Arlanis Reply is helping Edenred to redefine processes and implement a cloud-based CRM solution.

Customer centricity in Cloud 0

08.03.2017 / Munich

Event

Cluster Reply Summit 2017 – Autonomous Agents

On March 8, 2017, the Cluster Reply Summit 2017 "Autonomous Agents - the Future of Customer Interaction" takes place in Munich. In an exclusive round, Cluster Reply’s experts explain the latest developments to improve customer interaction with chatbot solutions in which autonomous agents actively communicate with customers.

Chatbot

Best Practice

TRAVEL WITH A BOT

The digital revolution has impacted all industries. The travel industry, and the way in which consumers experience it, has been disrupted by the rise of digital transformation: low-cost carriers, online travel agencies, online booking, online check-in, etc.

TRAVEL WITH A BOT 0

24.05.2018 - 25.05.2018 / London

Event

Gartner Customer Experience & Technologies Summit 2018

Reply takes part in Europe’s most important annual gathering for IT and Business professionals who focus on the technologies and best practices that enable the customer experience. Attendees to the event will discover a greater breadth and depth of CX content.

HOW TO CREATE THE RIGHT HOLISTIC EXPERIENCE FOR CONSUMERS

Gartner Customer Experience & Technologies Summit 2018 0

Chatbots

Best Practice

CIC Chatbot

Cluster Reply supports automotive companies in enhancing the customer service experience by the development of chatbot solutions that are connected with CRM and CIC systems and can seamlessly interact with call center agents. Automotive companies benefit from chatbots as cost-effective way to reduce call center times, increase customer satisfaction and create upselling potential.

Customer Experience

Case Study

Panasonic's Marketing Automation for a Hyperconnected World

Reply helped Panasonic in Europe to finalize the integration of Eloqua, the marketing automation tool in place with several source systems from Panasonic. Once the foundation of the solution was finalized, Reply worked together with Panasonic marketing team in Europe to better define the strategy of the Customer Experience. As a result, a Customer Journey has been designed and started to be implemented. Furthermore, Reply assist Panasonic Europe to run product and event campaigns in more than 20 countries.

Panasonic's Marketing Automation for a Hyperconnected World 0

29.11.2016 - 30.11.2016 / Milano

Event

Forum Retail 2016

Click Reply and Cluster Reply take part in Forum Retail 2016, the annual event created for professionals of the retail world. The event is an opportunity to share experiences and evaluate new ideas for the business of the future.

Machine Learning Tools

Best Practice

CHATBOTS: A NEW, CUSTOMER-ORIENTED COMMUNICATION CHANNEL

A chatbot is not just about technology. A chatbot is a new, customer-oriented communication channel that uses machine learning tools to connect the company with its stakeholders. Machine Learning Reply offers an approach that starts with the analysis of the application itself, to better understand purpose for which the chatbot is being developed.

CHATBOTS A NEW, CUSTOMER-ORIENTED COMMUNICATION CHANNEL 
 0

Chatbots

Best Practice

Chatbot for Automotive

Reply supports customers in the automotive industry by implementing ChatBot applications for Car Configurators, After Sales Services and Customer Interaction Center Support.

Chatbot for  Automotive 0

Customer Experience Transformation

Brochure

How to Create the Right Holistic Experience for Consumers

Reply outlines the right approaches that you can use to generate value, maximise customer satisfaction and deliver success.

Reply Digital Transformation framework merges state of the art methodological, business and technical approaches, in order to ensure effective delivery of a transformation program in a reduced time elapsed.

Cloud-based CRM solution

Best Practice

Above the Clouds - Airline lifts CRM into the Cloud!

An airline opted to introduce Salesforce as the leading provider of cloud-based CRM solutions, and to use the support of Arlanis Reply as an experienced Salesforce Consulting Partner. Arlanis Reply adapted Salesforce.com to the requirements of the customer, so that the sales department can directly create contractual content using a flow / wizard.

Above the Clouds - Airline lifts CRM into the Cloud! 0

25.05.2016 - 26.05.2016 / London

Event

Gartner Customer Strategies & Technologies Summit

Reply takes part in Europe’s most important annual gathering of business and IT professionals focusing on customer centered initiatives. Attendees are able to know how complex digital transformation projects have been successfully managed, bringing value to the enterprises and increasing customer satisfaction.

HOW TO CREATE THE RIGHT HOLISTIC EXPERIENCE FOR CONSUMERS

SAP Sales Cloud

Case Study

A SEAMLESS SALES SYSTEM FOR RITTER SPORT

In-keeping with the well-known slogan “Quality in a Square", the family-owned company, together with 4brands Reply, is setting its sights on digital and future-oriented sales with the SAP Sales Cloud.

A SEAMLESS SALES SYSTEM FOR RITTER SPORT
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