Retail customer service
IKEA — Phone-matched case tracking and customer-service reporting
A customer-service CRM workflow covering phone-number-matched case tracking, call recording, employee-performance KPIs and reporting.
Historical system implementation
These are historical systems and digital implementation records from the company portfolio—not AI deployments or proven AI outcomes. This experience underpins today’s work connecting AI, data and enterprise processes.
The challenge
- Bring email, calls, voicemail and letters into one case flow
- Record follow-up, transfer, resolution and analysis
Our approach
- Matched customer cases by phone number
- Added call recording, employee KPIs and reporting
Scope
- CRM case tracking
- Phone integration and recording
- KPIs and reporting
Potential future AI opportunities to assess (not original project scope)
- After establishing a baseline, AI-assisted categorisation, summarisation and service drafting could be assessed.
Project evidence
Historical interfaces and implementation record
Case Studies
More case studies
Tung Wah Group of Hospitals
Centralised client information system for five centres
A centralised client information system launched on 1 August 2017 for case workflows, administrative reporting and analysis across five integrated centres.
- 246
- Users in the historical record
- 23,246
- Cases in the historical record
South Stream Market
Online shop to warehouse and logistics integration
Launched on 5 July 2017, connecting the online shop with inventory, batch, expiry-date, variable-weight order and logistics processes.
Learn more
CityLink
POS, warehouse, logistics and membership app integration
A cross-channel system project launched on 1 June 2018, spanning POS, warehouse, logistics, membership, in-app purchase, WhatsApp order confirmation and coupon functions.
Learn moreStart with an AI readiness session
Sixty minutes to review your systems, your most time-consuming processes and your goals — followed by initial observations and a suggested scope.