In 2007 November, Victorinox Hong Kong operation manager approached mindVan for an after-sales customer service solution:

• after customers have bought pocket knives, suitcases or watches, they might drop them down in any relailing stores for repairs or maintenance
• yet the whole process might take long, and involve many parties, and the products might be even delivered back to head-quarters in Switzerland
• customers might call customer service center or ask any staff in any retail stores (not just limited to the store where they dropped down the products) the repair or maintenance status of their products
• after the repair or maintenance process was completed, the customers would pick up the products at customer service center, or any retail stores convenient to them
• the system had to be live in no more than 2 months

At first, mindVan tried to look for some corporate solutions for Victorinox. However, the solutions out in the market at that time were too complicated to implement within a short time frame and the cost was far out of the company's budget, What was more, in view of the above requirements, hardly could a solution's standard function be found to meet them with little configuration or customization.

Therefore, mindVan ourCase - an extended application from ourDB - were introduced to deliver the solution. Because mindVan had been in close relationship with Victorinox Hong Kong and even Greater China, the requirements were thoroughly understood without any delay caused by miscommunication. Also because of ourDB architecture flexibility, the system was easily customized and finally delivered in 1.5 month, everything at the same time to the customer service center and 8 retails stores at that time.

Know more about our solutions for Victorinox Hong Kong and China...

In 2008 September, the system was extended its service to Victorinox China operation. And within the 9-year continous usage, Victorinox kept changing their customer service strategies to cope with the competitive market. ourCase's role became very important to deliver enhanced solutions to meet their needs.

Up to the end 2016, ourCase have served more than 100,000 after-sales customer service cases for more than 40,000 Victorinox's customers in Greater China.

Highlights:

• When determining what solutions to go for, budget is of course an important factor to consider. Yet extensibility is also a major dimension to evaluate a solution. In most cases, it's fast to launch a system perhaps because of its cost and ease of use. However, what if one day, the system has its limitation and users want more features out of the system? If the system has no way to allow to have more features at a reasonable budget, then everything has to be done once over again.
• Most corporate solutions, though come with many modules and features, are very expensive. If ALL modules and features are helpful to the users, having a solution is fine. However, in most cases, users may find only 2 to 5 modules out of 10 useful, yet they need to pay 100% for the full package.
• Corporate solutions must solve business problems. So it's crucial to have expertise to both understand the business daily operations and solve technology problems. Out-of-budget and out-of-timeline cases always happen when miscommunication occur, or extra personnel is required to understand both the business and technology requirements.