How Sugar Plum Elevated CX with Proactive, Personalized Engagement

Challenges

Sugar Plum believes in high-touch service with special attention to clients’ preferences.To offer such personalized service, they needed a contact center solution with deep CRM integrations.

Ozonetel’s integration with Sugar
Plum’s CRM ensured that when
customers call to make
appointments, the agent would be
aware of their preferences and
specific needs.

Solution

Results

Sugar Plum was able to ensure timely phone calls to remind customers about upcoming appointments. The agents’ awareness of customer preferences led to high customer satisfaction.

Ensuring high-touch, personalized service

A salon or spa chain that provides personal grooming services, understands how important it is to pamper its customers while making them feel safe and comfortable. A phone consultation before scheduling the service offers customers the personal touch that they need to feel ready for their next appointment. Staff members build strong relationships with each customer and call them regularly to book appointments using our CRM-integrated solution.
A personal grooming salon`s customers naturally preferdiscretion and a high level of personal attention. When
customers call to make appointments, they appreciate it if the agent is aware of their preferences, of the stylists, specific
needs, etc. Repeat customers like to be reminded of discount offers and new services as soon as it becomes available. Salons need a contact center solution that supports these personalized interactions while deeply integrating with their CRM.

Proactive Personalized Support

Ozonetel’s cloud solution deeply integrates with a spa and salon CRM solution. The system reminds agents when to call repeat customers. Agents use click-to-call features directly from the CRM window and remind the customers of their next session. Our integrated solution enables agents to view relevant customer information on their dashboards. This screen pop
feature makes it easy for agents to offer recommendations while on the call.

Easy Call Monitoring & Tracking

The system tracks all incoming and outgoing calls and automatically logs them into the CRM, making it easy to track, add notes, stay organized, and follow up.