Improving communication and customer service at Ermitažas
Ermitažas stands out for its wide selection of goods, from construction materials to gardening tools. It currently manages an e-shop and nine physical locations with 600 employees all over Lithuania.
One of the challenges that a large retailer like Ermitažas faces is how to share information more effectively. For example, to inform a colleague that a customer needs a consultation about a particular item. To tackle this challenge Ermitažas started to look for a way to improve communication within the team.
Instant Communication – Happy Customer
The team at Hansab, with the help of the Head of the Trade Division Simona Marcinkevičienė, dove straight into the issue and installed the first trials at one of the locations in Vilnius. We installed nine communication bases, both in the indoor and outdoor shops. The employees received eighty headphones connected to nine ‘Call an Assistant’ buttons installed in the most important divisions of the shop (plumbing, timber articles, etc.).
From now on, the shop visitors can receive help by pressing the ‘Call an Assistant’ button. The employee responsible for a respective division immediately receives a notification.
Also, by using headphones, the employees can communicate with each other in the venue hall, warehouse, and administration premises.
The first installations received positive feedback from the employees and visitors. Thus, since July of this year, the management decided to install the headphone sets and ‘Call an Assistant’ buttons in the entire Ermitažas network. That is nine physical locations and another one due to open this winter.
Tracking Parameters and Statistics
This communication method is not only important for maintaining communication. What is essential is that it allows monitoring the state of equipment, its statistics of use, and other crucial parameters. All this helps to assess the quality of customer service.
According to Simona Marcinkevičienė, this practical communication solution is a perfect example proving that cooperation and striving for excellence are the central elements of a successful enterprise.
It is one of the most significant communication implementation projects completed by Hansab for a wholesale and retail client. We are glad that the previous projects (Nordclinic, PakMarkas, and from now on Ermitažas as well) prove that the communication solution is beneficial in improving customer service.