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Many companies in a great variety of industries have had positive experiences with our solutions, Fulfillment PLUS and Customer Service PLUS. We would like to introduce some of these customers to you!

From the printed catalog to e-commerce

Digital customer communication at Baur Versand

Our customer

 

BAUR Versand is rich in tradition and has successfully transformed itself from a mail-order business to a dynamic online retailer in the past ten years. Baur.de is one of the ten largest online stores in Germany. Some of the essential factors to its success are a decisive focus on our customers and services, our commitment to high quality and constantly updated products in the area of fashion, home and lifestyle.

 

The challenge


Digitalization presented one of the greatest challenges to the mail-order company. Besides presenting the products attractively online, customer service has also been offered increasingly in the digital world. Within a very short period of time, BAUR was facing changed service demands from customers along the entire customer journey: multi-media service as well as fast solutions.

BFS Baur Fulfillment Solutions is our partner for excellent customer service because it has become the differentiating feature in the age of price comparison and increasing transparency.

- Albert Klein, Chairman of the BAUR management board

Our solutions and added value

Professional consultation service is a decisive factor for differentiation, especially in e-commerce. Thanks to the customer service solutions offered by BFS Baur Fulfillment Solutions, the former catalog mail-order company is now perfectly equipped for online commerce. BFS understands the demands of retail customers and designs its touchpoints along the customer journey accordingly – across channels and tailored to the BAUR service model.

The service solutions embrace the changed contact behavior of buyers and cover the demands of increasingly complex customer support issues. BFS Baur Fulfillment Solutions staff members have many years of expertise and a high level of support competence, offering proficient advice to online shoppers, whether over the phone, per email or via other channels. The requests couldn’t be more diverse: from how to connect the new washing machine to selecting the latest smartphone based on the megapixels of the camera.

BFS Baur Fulfillment Solutions sees itself as a brand ambassador for BAUR and focuses on the service experience of the online shoppers. With its high level of competence in providing advice, a customer-oriented service level and the BFS expertise in the ongoing refinement of the service offering, BAUR knows that its customers are in good hands with BFS Baur Fulfillment Solutions. BAUR can completely concentrate on its core competences, such as the structuring of the product range and the development of the e-commerce business.

 


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