Flymo integrates web customers

Electrolux Outdoor Products (EOP), which makes the Flymo and McCulloch gardening brands, has beefed up its electronic customer service side, with systems that now integrate both web self-service and email traffic with its ERP and central database system. The firm is using Computer Software Group’s Talent SelfService software sitting on top of its existing CRM (customer relationship management) suite from the same company, and Geac System 21 ERP. It’s being used as part of EOP’s customer service centre, mirroring similar systems installed at Morphy Richards and HellermannTyton, both also System 21 users. Brian Wytcherley, EOP’s head of customer services, says: “Over the last 12 months we have seen a steep increase in email traffic, without any drop off in other forms of correspondence. Our customers expect us to respond immediately to the web, and [this] is the logical way to incorporate web and email enquiries into the workflow processes.”