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Bremont accelerates customer service

The UK’s premier luxury watchmakers Bremont create beautifully engineered timepieces and their high quality product standards are supported by exemplary customer service.  With the explosion of social media as a communication channel, Bremont experienced a challenge in meeting their customers’ expectation of fast, personalised responses to queries and approached Microsoft to help them to find a solution.

Bremont were already experienced users of Dynamics CRM and the integration of Microsoft Social Engagement was the ideal way to address their challenge.  They were delighted by the immediate benefits they experienced with the system’s intuitive intelligent filtering that can identify the sentiment of a post and direct it to the relevant internal department, whether that’s enquiries on new products or a question regarding an order delivery.  Staff are finding that this is allowing them to provide faster and more personalised responses to their customers as well as making the best use of their valuable time.  With millions of posts on social media every day, identifying posts on third party channels that are important to the brand is key and Microsoft Social Engagement is allowing Bremont to zoom in to react to these comments in a far more proactive way.

Reaction to the new integration has been hugely positive and the company is excited that there is constant innovation within the tool, meaning their engagement with their existing and prospective customers is accelerating all the time.

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