Quooker truly connects to its consumers with Salesforce
1. Connecting Quooker and consumers through self-service
Quooker is a family-run company founded in the Netherlands in 1987. The infamous boiling water tap was invented by Henri Peteri, who launched a business with his sons to sell the product all over the world. Today, there are 1.5 million Quooker taps in people’s homes.
Quooker has retained its culture of innovation and family values, developing new products that are sustainable, affordable, and must-have kitchen gadgets.
To help consumers get the most from their spend, Quooker needed a way to connect with the people behind the purchase – after all, a Quooker tap may need maintenance, refills, or additional support, and the company wanted to be there to provide a great post-sales experience to consumers.
The team decided the best way to start engaging with consumers was via self-service portal ‘My Quooker’, where people register their products in exchange for better and faster provided service when needed, since all the needed information is already accessible by Quooker. The company chose Experience Cloud as it allowed a fast and agile implementation, offered scalability, and integrates with the entire CRM and service platform.
“Consumers can register their products, which enables us to provide faster and better services,” said Van Hofwegen. “We have all necessary information available when, for example, the customer needs installation support and wants to order spare parts. We can then hit the ground running without asking for their details every time they call.”
2. Successfully managing growth
3. Empowering agents with smarter tools to fix issues faster and from anywhere
Quooker agents aren’t just call centre staff, they’re skilled workers who can troubleshoot issues, order spare parts, or arrange an appointment with an engineer if needed. All potentially at first contact.
One significant driver for efficiency was the avoidance of unnecessary visits by engineers. Giving Quooker agents all relevant information to handle a case on one single screen helped significantly. But Quooker found that complex installation issues, for example, are often difficult to describe – especially by an end-consumer.
To address this, the team implemented the Visual Remote Assistant feature of Service Cloud, a fully integrated video application. Agents can now see what the consumer is seeing and draw instructions directly on screen – or vice versa.
“By empowering people to fix more issues, we’ve reduced the number of engineer callouts by a double-digit percentage,” revealed Van Hofwegen. “Our products come with a two-year warranty, so reducing callouts during that time is significantly more cost effective for us – and it’s more convenient for the consumer, so truly a win-win.”
Consumers can now track the status of every case via the My Quooker portal, which is particularly useful if a spare part needs to be ordered or a technician visit is planned. This is improving the experience and reducing inbound call volumes.