An omnichannel CRM to centralise data, relationships and processes at Calligaris

Sector: Manufacturing

Area: Furniture & Interior Design

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Calligaris is an international group operating in the furniture and design sector, founded in 1923 in the Manzano Chair District (UD). Today, it operates in over 100 countries through an international network of retail outlets, partners and distributors, offering a comprehensive range of home furnishings through brands such as Calligaris, Connubia, Ditre Italia, Luceplan and Fatboy.

CUSTOMER NEEDS

Market developments and the growth of digital and physical touchpoints have made customer relationship management more complex.

Retail, customer service, e-commerce, the sales network and events generated data spread across different systems, making it more difficult to build a single, centralised view of customers, partners, points of sale and digital touchpoints.

Calligaris therefore aimed to centralise information, relationships and processes on a single shared platform to support marketing, sales, customer care and after-sales.

A CRM designed to connect data, people and processes

To meet Calligaris’s requirements, beanTech designed a solution based on Microsoft Dynamics 365, integrated with marketing automation tools and the company’s existing systems. The aim of the project was not simply to upgrade an existing CRM system, but to create a central platform capable of providing a comprehensive view of the customer relationship throughout the entire customer journey.

The key features of the solution are:

Centralised, omnichannel platform

All information related to customers, retail locations, marketing campaigns, sales activities, and customer care converges in a single shared environment, offering a comprehensive and up-to-date view of the customer relationship.

Integration with corporate systems

The CRM interfaces with ERP, reporting tools, marketing systems, and other business applications, ensuring consistent, up-to-date data that is easily accessible to various departments.

Support with daily activities

Agents, sales managers, and internal teams can view dashboards, manage visits, gather information and monitor performance even whilst on the move.

Marketing and customer journey

Campaign management, contact segmentation, lead generation and marketing automation tools enable you to support the entire customer journey.

Customer care and after-sales service

The solution supports the structured management of claims and support requests, ensuring information continuity and greater operational efficiency.

THE CASE STUDY AT A CLICK

Discover all the features and benefits of the CRM solution developed for Calligaris.

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The CRM project we implemented together with beanTech represents a strategic milestone for Calligaris in our digital transformation journey. The goal was not simply to introduce a new tool, but to build a central platform capable of connecting data, people, and processes throughout the entire customer journey. […]

Guido Gorlato

Brand & Digital Marketing Manager, Calligaris