Case

Rinsma Fashion Square

Read more about our collaboration with Rinsma Modeplein here. We tell you what Rinsma Modeplein does, where their challenges lie in the field of customer care, what solutions we have found and what results they achieve.

If you've ever been to Gorredijk, you could hardly have missed it: Rinsma Modeplein. As the name suggests, Rinsma Modeplein is a square with several fashion specialty stores, four to be precise: ZIJ VAN RINSMA, DE HEEREN VAN RINSMA, Qulotte Lingerie & Swimwear and Rinsma Schoenen. The mission of Rinsma Modeplein is: 'to make guests happy with beautiful clothing'. Shopping at Rinsma Modeplein is truly an experience: you will be welcomed with a fresh cup of coffee or a drink at the bar and there are always special promotions and events going on. In addition to the four physical stores, all products are also available in a webshop.

About Rinsma Modeplein

The challenge

Rinsma Modeplein consists of several separate stores with different products, which still appear under one name. This immediately creates the first challenge in the field of customer care. Many guests contact us with a specific question for one of the four stores. How do you help these guests as quickly as possible without having to transfer them or put them on hold indefinitely?

When you visit Rinsma Modeplein, you will immediately notice it: experience and excellent service are central here. As they say themselves: “it is a large fashion store, but it has the feeling of a boutique”. But how do you get this feeling and that service with a smile translated into your (online) customer care?

The results

Multiple communication channels housed in one system
Efficient internal communication between employees and departments
All guest data immediately visible
Switch faster between online and store
Reduced handling time by using a shared inbox
Personal and friendly customer care that matches the image of Rinsma Modeplein

“We are very happy with Belco. Because many of our guests buy clothing both in the store and in the webshop, it is extra nice to have all guest data clearly organized in one system. In addition, contact with Belco is very smooth and friendly. Our contact person also regularly calls to ask how things are going, which is proactive! It is also special that we can contribute improvements to the system ourselves. You can easily make suggestions and even vote on the suggestion of another Belco user, so that it is higher on the priority list.”

–

Anna Rinsma

E-Commerce Director - Rinsma Modeplein

The solution by Belco

We have replaced the less versatile CRM package that Rinsma Modeplein worked with with Belco software. We have combined various channels, including email, chat, Facebook DM and Instagram DM, into one system. This way, customer care employees can quickly switch between different channels and see exactly who the guest is and whether there has been previous contact. This makes the life of the customer care employees a lot easier and also gives the customer that personal feeling that Rinsma Modeplein is known for.

In addition, Belco employees can send internal notes to each other.

This way, colleagues who work on different days can quickly read which actions are still open. A message from a guest can also easily be transferred to a colleague's inbox or to another department. Messages therefore do not have to be forwarded or retyped, which improves the handling time for both Rinsma Modeplein and the guest.

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