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mymuesli, the world's first food company to use mass customisation to sell breakfast cereal online is to expand using Alcatel-Lucent (Euronext Paris and NYSE: ALU) technology to enhance its customer service.
The company, a previous winner of Germany’s ‘start-up of the year’ award, has seen huge growth since its launch in 2007, offering consumers across five European countries the means of mixing their own ‘bespoke’ muesli from a range of over 80 organic ingredients. In 2013, mymuesli was awarded the German Founders Award in the category “Climbers”. The jury praised the fact that the company has prevailed in a tough, conservative industry and is successful with both their online and offline business.
mymuesli was founded on a mass customisation model designed to tailor the business to a large group of consumers with specific demands. While this model still makes use of traditional customer interaction such as telephone support, it has adopted more intelligent and data compatible phone systems and technologies.
The new communications system which mymuesli employs from Alcatel-Lucent’s Enterprise division helps prepare the company for further growth, ensuring employees can communicate across the company as it expands whilst ensuring consistent good customer service in handling large numbers of incoming calls.
Alcatel-Lucent is providing a technology solution specifically designed for mymuesli, which is based on the Alcatel-Lucent OmniPCX Office Rich Communication Edition (RCE) and network switching technology. The new solution replaces the company's previous voice-over-IP (VoIP) telephony system, improving the ability of mymuesli employees to deal with incoming calls at peak hours. Alcatel-Lucent 4018 IP Phones have been installed, providing individual extensions for each office employee, and production workers – who previously had no access to an individual phone – now have DECT phones for mobility. The network can be incrementally expanded as the business' needs to support continued growth.
The solution was delivered by the Alcatel-Lucent business partner Call-Data-Systems, a Bavaria-based specialist in IT and Telecommunications customisation.
