Customer satisfaction and loyalty are key areas for any retail business. To ensure this, Billa Romania needed a fast and clear overview of merchandise stock levels and a dedicated call centre for customers. For business continuity they needed a reliable and fast data connection, as well as speedy communication between employees at all supermarkets. Customers also needed a dedicated phone number they could call to ask about promotions, loyalty cards, and other Billa information.
Billa has had fixed-voice services from Deutsche Telekom since they have opened their first shop in Romania in 1999. As the network developed, the communication needs of the business became more complex. All 86 locations are linked via premium Internet in order to be able to support sales and stocking applications, and all branches are also connected to the firm’s headquarters. Mobile voice and data services have become an important part of the day-to-day activity of Billa’s employees.
Last year, Telekom offered Billa a customised call centre solution, so that their customers can have a dedicated toll-free number. Reachable from any fixed or mobile network, the hotline provides updates on current promotions, information about their customer loyalty cards, and answers questions about Billa’s products.