Project examples
More heart and soul means more value. In keeping with this principle, M3 creates comprehensive solutions for the best customer experience – from conception all the way to implementation. Our clients entrust us with something fundamental – their customer relationships. Converting this trust into success and lasting enthusiasm forms the motivation behind everything we do.
Our projects are the best proof of this measurable success.
M3 accompanied us all the way from a start-up to an international fashion label. We were able to depend on competent advice whenever required and thus establish an extremely high-quality and scalable customer service model for several countries.
Luxury fashion brand
Challenge
Creation of a high-quality, personal customer service for a new fashion start-up.
M3 Service
- Customer service consulting
- Service provision conception & development
- Inbound marketing
- Implementation of telephone and written customer service
Results
- Making the online company personally accessible
- Addressing customers in multiple languages
- Brand loyalty through excellent customer service
Heart and Soul
Personal identification of the team with the brand, accompanying its growth from start-up to international fashion label.
We work with numerous service providers. Through its consistent high quality and flexibility, M3 has stood out for years and is commissioned with an ever-increasing number of services. Competent exchange at eye level has created a long-term partnership with synergy effect.
International service broker
Challenge
Implement high-quality B2B customer service for diverse sectors and matters.
M3 Service
- Exclusively trained core team for inbound
- Exclusive, technical Voice over IP setup
- Customer service consulting with coaching, training and continuous system improvement
Results
- High-quality, flexible service provision
- Additional capacities for high volumes
- Default risk diversification
- Synergy effects through exchange
- Continuously improved service for end customers
Heart and Soul
An exclusive team with drive and thirst for learning & a long-term partnership with synergy effects.
Inbound services were always a necessary evil for us. But thanks to its outstanding expertise and enthusiasm, M3 has become a strategic partner we are delighted to recommend.
Premium kitchen equipment provider
Challenge
A sceptical customer who switched to M3 due to dissatisfaction with previous service provider and was mistrustful.
M3 Service
- Customer care consulting
- Telephone system consulting
- Outbound – customer reactivation
- Inbound – ensuring evening and weekend availability, order acceptance, service calls, 1st- to 2nd-level escalation
Results
- Customer service development
- Introduction of upselling
- Brand representation
- Excellent availability at all times
- More customer satisfaction through trained, customer-oriented staff with strong communication skills
- Improved infrastructure contracts with telephone providers through the M3 network
Heart and Soul
Thanks to a consistent focus on the tasks at hand and a great deal of empathy, the initial scepticism gave way to a close and trusting relationship with a willingness to listen and find solutions together.
Even in established, high-quality customer service processes, M3 was able to unlock further development potential and increase accessibility to a level that is seldom seen in our industry.
Premium lifestyle provider
Challenge
Satisfying an established, demanding customer and integrating and improving their previous experience and processes.
M3 Service
- Inbound – project initialization and staff training, brand-focussed customer consulting
- Customer service consulting
Results
- Excellent representation of premium-priced products
- Significantly reduced waiting times for customers
- High level of availability seldom seen in the sector
- Unlocking of further development potential
- Careful, strategic growth with a focus on quality
Heart and Soul
Experiencing the enthusiasm and satisfaction of a customer who pays implacable attention to quality.
The team at M3 not only impresses our end customers, but also masters challenging initialization times and volumes with huge personal dedication and short channels.
Premium program specialist
Challenge
To perfectly represent and advise on changing brand products with extremely short lead times.
M3 Service
-
Inbound – project initialization and staff training, brand-focussed customer consulting and diverse product consulting
Results
- Successful brand experience for consumers
- Short channels
- Extremely fast initialization times of sometimes just two days
- Reliable fulfilment despite challenging circumstances
Heart and Soul
Not only promising flexibility and rapid project initialization but also actually delivering them in challenging daily collaboration despite all circumstances is a special achievement – and creates a strong team spirit that connects beyond company boundaries.
We never imagined it would be possible – M3 was able to recover and positively retain so many lost outbound customers that we now generate annual sales of more than 2 million from these customers alone. What started as a pilot project is now a key pillar.
Frozen foods distributor
Challenge
To implement a telemarketing strategy for customer reactivation as a pilot project before quickly scaling it to over 300 productive hours per day.
M3 Service
- Project launch on the customer's premises
- Outbound telemarketing, customer reactivation, delivery scheduling
- Customer care for more than 100,000 customers every month
Results
- A small pilot gave way to a successful key project
- Customers can responsively order goods and schedule delivery themselves
- Sales increase of 2 million p.a. through reactivated, satisfied customers
- Valuable market and customer insights from customer contact
Heart and Soul
"Wow, amazing result! You guys are unbelievable!" Contributing to the customer's success and not only impressing them with our expertise but also our personal interaction makes our service-dedicated hearts swell with pride.
700+
Employees
4
Locations
156
satisfied customers
MMM
Multi-Media-Marketing GmbH
Hohenzollernstr. 145
41061 Mönchengladbach
Germany
Phone: +49 2161 / 40601 - 0
Fax: +49 2161 / 40601 - 339
e-mail: info@mmm-gmbh.com
