Providing good customer service is critical for Mister Spex´ success as one of the leading online opticians. This is supplied by more than 170 employees at locations in Germany and other European countries. The further development of service offerings and quality is very important to Mister Spex. For this reason, customers should be provided with additional relevant contact channels, a central database for processing concerns should be created for agent teams, and the IT landscape in customer service should be standardized and designed to be scalable and flexibly adaptable. With the Genesys Cloud, Mister Spex has found the right platform and in the T-Systems MMS the right digitization partner to tackle the challenges.
„We chose T-Systems MMS for the implementation because we were looking for a partner who would support us not only with the challenges in the pre-sales phase, but also in the project and accompany us on this path. We felt that the team at T-Systems MMS understood our requirements and needs to improve our business and enabled us to look beyond the box when it comes to solutions."
Increased service quality for customer concerns with a scalable, adaptable solution that enables new contact channels.
Implementation Genesys Cloud and integration into business-relevant applications and connect to external contact center sites.
Harmonization of the customer service system landscape, which consisted of different tools and technologies.
Mister Spex SE, headquartered in Berlin, is the largest online optician in Germany and Europe. Thanks to its omnichannel sales concept, the company is one of the pioneers in the industry of online marketing for optical products. Mister Spex was founded in 2007, currently employs over 1,000 people from 58 countries and most recently generated annual sales of over 160 million euros. Since mid-2021, the company has been a European stock corporation (SE) and listed on the Frankfurt Stock Exchange.