MRM Dubai, part of Middle East Communications Network, has launched a customer relationship center to support Chanel’s network of luxury stores in the region.
The tailor-made CRM (customer relationship management) solution was commissioned by Chanel in order to close the information gap in the luxury retailer’s understanding of its customers in the gulf. MRM Dubai’s remit includes analytics and insight, customer insight, inbound and outbound calling, as well as collation of customer feedback, and providing information on all Chanel products sold in the region’s upscale boutiques. Additionally, the agency will provide in-depth monthly reporting, providing a useful data snapshot into patrons’ high-end shopping habits.
Based in MRM Dubai’s office and staffed by four, full-time bilingual service specialists, all aspects of the CRM solution were developed locally. The customer relationship center went live on February 1, and received more than 2,000 inbound calls during its first month of operations.
Commenting on the project, James Gaubert, General Manager of MRM Dubai, said: “CRM, data-driven analytics, insights and reporting are core strengths of MRM, and we are delighted to have had the opportunity to develop an A to Z, unique proposition for Chanel. The customer relationship center will provide real world data and insight that will optimize the luxury brand’s business operations across the region. We look forward to partnering with Chanel in the future.”
“Producing such innovative answers to our clients’ commercial questions is what MRM is built on,” added Rajeev Budhiraja, CEO of MRM Dubai. “We are constantly seeking to evolve our offering, and in line with our positioning as a global customer experience agency, services like this ensure we are assisting our clients to better engage with their wider audience.”