SSL PRACTICE SAFE CONSUMER AFFAIRS WITH CRS
August 2004
SSL International plc ("SSL") has chosen Consumer Response System (CRS) from Fraser Williams Commercial Systems to manage its consumer relations process.
Created by the merger of Seton Scholl Healthcare plc and London International Group plc in June 1999, SSL is one of the world's leading consumer healthcare groups with brands that include Durex, Scholl Footcare and Footwear, Syndol, Meltus, Full Marks and Marigold Housegloves.
Since the merger, consumer relations had been an underdeveloped area of the business, with 3 disparate systems used and customer complaints being handled by the QA Department. With the appointment of Lisa Caton, Consumer Relations Manager, a project was initiated to find a solution that would allow the various business areas to adopt common policies and better manage the growing number of customer enquiries across its leading brands. The system also needed to allow SSL to obtain information easily, regardless of location, and produce comprehensive and understandable reports.
"We needed a care package, not a complaints system", said Lisa, "it needed to be easy to use, browser based and highly configurable so we could add information quickly - standard responses are no longer acceptable and CRS will allow us to personalise individual replies."
"The information collected by the team is vital for SSL's business. CRS ensures quick and effective analysis of the information, allowing issues to be recognised, communicated internally and ensuring the correct response for the consumer."
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