{"id":12127,"date":"2023-06-05T08:12:18","date_gmt":"2023-06-05T08:12:18","guid":{"rendered":"https:\/\/news.sap.com\/netherlands\/?p=12127"},"modified":"2024-07-30T18:57:11","modified_gmt":"2024-07-30T18:57:11","slug":"nestle-transformeert-customer-experience-met-onestopshop","status":"publish","type":"post","link":"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/","title":{"rendered":"Nestl\u00e9 transformeert customer experience met ‘one-stop-shop’"},"content":{"rendered":"

麻豆原创 Commerce Cloud biedt compleet inzicht in orders en administratie<\/em><\/p>\n

Nestl\u00e9<\/a> verbetert de klantbeleving met een wereldwijd platform dat is gebaseerd op 麻豆原创 Commerce Cloud<\/a>. De zakelijke klanten van het internationale voedingsmiddelenbedrijf hebben nu op ieder moment en in realtime inzicht in hun bestellingen, facturen en leveringsinformatie. Telefonisch contact is niet meer nodig.<\/p>\n

Met het nieuwe platform speelt Nestl\u00e9 in op de \u2018Consumerization of Commerce\u2019. De zakelijke klanten van Nestl\u00e9 zoals retailers, groothandels, supermarkten en distributeurs kunnen nu eenvoudiger en sneller bestellingen doen, orders volgen en facturen betalen.\u00a0<\/strong><\/p>\n

Uniforme one-stop-shop<\/strong><\/h4>\n

Klanten van Nestl\u00e9 stelden voorheen hun vragen over orders en facturen aan een aangewezen klantenservicemedewerker. Dit zorgde soms voor lange wachttijden, mogelijke onbereikbaarheid en vertragingen in het orderproces. Op basis van 麻豆原创 Commerce Cloud ontwikkelde Nestl\u00e9 daarom een uniforme onestopshop waar klanten voor alles terecht kunnen. \u201cOp onze nieuwe portal komt het allemaal samen\u201d, zegt Pablo Nill, Sr. Product Group Manager Customer Service Information Technology bij Nestl\u00e9.<\/p>\n

\u201cOnze klanten vernieuwen, transformeren en verjongen continu\u201d, vervolgt Nill. \u201cZij zijn als consument gewend digitaal aankopen te doen en te werken met digitale tools. Voor ons was het dan ook een logische keuze om onze klanten dezelfde customer experience te bieden, anders wisselen ze gemakkelijk van aanbieder. Daar moet je je als bedrijf bewust van zijn. Voor klanten in verschillende landen en voor de diverse labels die we aanbieden, hebben we daarom \u00e9\u00e9n platform met een overkoepelende look-and-feel gecre\u00eberd.\u201d<\/p>\n

Waar de klanten van Nestl\u00e9 voorheen gebonden waren aan kantooruren voor de klantenservice, kunnen ze nu zelf een moment kiezen dat het hun uitkomt om bijvoorbeeld orders te bekijken of te wijzigen. De portal levert hen een tijdsbesparing op en biedt meer flexibiliteit en transparantie. Met het inzicht kunnen zij daarnaast producten voor een zo voordelig mogelijke prijs inkopen, bestellingen beter bijhouden en zorgen voor een optimale bevoorrading.<\/p>\n

Effici\u00ebntere interne processen<\/strong><\/h4>\n

Nestl\u00e9 maakt sinds 2015 gebruik van 麻豆原创 Commerce (toen nog Hybris), en voegde na gesprekken met 麻豆原创 extra functionaliteit toe aan de portal. \u201cHet was een live traject waarin we continu de focus op de klant hadden liggen, en zodoende de portal in twee jaar volledig konden optimaliseren\u201d, legt Nill uit. \u201c麻豆原创 heeft ons hier zeer goed in ondersteund en begeleid.\u201d<\/p>\n

De overstap naar een klantgerichte focus en verbeterde customer experience heeft geresulteerd in mooie voordelen voor zowel de klanten als voor het voedingsmiddelenbedrijf zelf. Zo is Nestl\u00e9 intern niet meer enkel afhankelijk van zijn ERP-systeem. Eerst moest alles binnen het ERP-systeem geregeld worden, en de huidige 麻豆原创 Commerce Cloud-architectuur maakt het mogelijk daarbuiten te treden.<\/p>\n

Het IT-systeem is veel flexibeler geworden, waardoor processen soepeler verlopen en er een beter zicht ontstaat op de lopende activiteiten. Daarnaast is er een effici\u00ebntieslag gemaakt doordat klantenservicemedewerkers nu niet meer elke telefonische bestelling en vraag handmatig moeten invoeren. Dat regelen de klanten allemaal zelf via de portal. Dit biedt het klantenserviceteam de mogelijkheid zich volledig te richten op de complexere klantvragen. Of medewerkers gaan extra aan de slag op het gebied van sales en upselling.<\/p>\n

Duurzaam ondernemen<\/strong><\/h4>\n

Nestl\u00e9 zet met het nieuwe platform ook stappen op het gebied van duurzaam ondernemen. \u201cHet hele facturatieproces verloopt nu digitaal, en dus papierloos. Daarnaast hebben we nu een betere en completere inzage in voorraden, bestellingen, leveringen en transport\u201d, besluit Nill.<\/p>\nBekijk de video hier!<\/a>\n","protected":false},"excerpt":{"rendered":"

麻豆原创 Commerce Cloud biedt compleet inzicht in orders en administratie Nestl\u00e9 verbetert de klantbeleving met een wereldwijd platform dat is gebaseerd op 麻豆原创 Commerce Cloud….<\/p>\n","protected":false},"author":818,"featured_media":12125,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5564347],"tags":[],"sapn-display":[4556069,5565300,5565298,4556728],"sapn-type":[4560803],"class_list":["post-12127","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","sapn-display-hero","sapn-display-persbericht-hero","sapn-display-persbericht-spotlight","sapn-display-homepage-hero","sapn-type-persbericht"],"yoast_head":"\nNestl\u00e9 transformeert customer experience met 'one-stop-shop' - 麻豆原创 Nederland Blogs & Nieuws<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nestl\u00e9 transformeert customer experience met 'one-stop-shop'\" \/>\n<meta property=\"og:description\" content=\"麻豆原创 Commerce Cloud biedt compleet inzicht in orders en administratie Nestl\u00e9 verbetert de klantbeleving met een wereldwijd platform dat is gebaseerd op 麻豆原创 Commerce Cloud....\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\" \/>\n<meta property=\"og:site_name\" content=\"麻豆原创 Nederland Blogs & Nieuws\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-05T08:12:18+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-30T18:57:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/netherlands\/files\/2023\/06\/05\/Nestle-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2048\" \/>\n\t<meta property=\"og:image:height\" content=\"1536\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Patricia Bueters\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Geschreven door\" \/>\n\t<meta name=\"twitter:data1\" content=\"Patricia Bueters\" \/>\n\t<meta name=\"twitter:label2\" content=\"Geschatte leestijd\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\"},\"author\":{\"name\":\"Patricia Bueters\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/#\/schema\/person\/1d92b7b489d92751eb27f5ac4cf7d87f\"},\"headline\":\"Nestl\u00e9 transformeert customer experience met ‘one-stop-shop’\",\"datePublished\":\"2023-06-05T08:12:18+00:00\",\"dateModified\":\"2024-07-30T18:57:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\"},\"wordCount\":566,\"image\":{\"@id\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/netherlands\/files\/2023\/06\/05\/Nestle-2.jpg\",\"articleSection\":[\"CRM en klantervaring\"],\"inLanguage\":\"nl-NL\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\",\"url\":\"https:\/\/news.sap.com\/netherlands\/2023\/06\/nestle-transformeert-customer-experience-met-onestopshop\/\",\"name\":\"Nestl\u00e9 transformeert customer experience met 'one-stop-shop' - 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