TITUS and Lime Connect: Smarter customer service through data integration
TITUS has deep roots in European skateboard culture and has been closely connected to the scene in Germany, Austria, Switzerland and across Europe for decades. Based in Münster, it is a leading supplier of skateboards and streetwear in the European retail market.
Challenge: High costs due to decentralized systems
TITUS was faced with an increasing level of complexity in customer service. Support staff had to use different, separate tools to process enquiries. Time-consuming research resulted in customers sometimes having to wait longer for a response, because gathering all the necessary information involved constantly switching between Shopify, ERP and DHL.
TITUS has been using Lime Connect as a messaging solution on its own website for several years. Customers can contact support via the integrated website chat at any time. The existing solution was to be further developed and consistently integrated into internal processes.
Solution: Custom add-on as key to seamless data integration
TITUS opted for the custom add-on feature because the Lime Connect API enables the integration and use of external data sources in ongoing customer dialogue. Connecting the internal dashboard directly to the Lime Connect system created a central point of contact for all relevant customer information.
Lime Connect is expected to become the central tool for all communication channels in the future, including email, live chat and third-party platforms such as Trustpilot. The Lime Connect API enables external data sources to be integrated and utilised in ongoing customer dialogue.
Thanks to the custom add-on feature, we can now quickly access all order-related data during a conversation using the order number. This allows us to see what stage the order has reached in Shopify and logistics, or whether the order has been returned. In addition, recurring tasks are built into the dashboard, for example, so that the service can send return labels with just a few clicks.
The service team can now search directly for customer numbers or names in the Lime Connect Message Centre and access all the necessary information at a glance.
- Order history
- Customer preferences
- Delivery status and tracking numbers
- All relevant data from Shopify, ERP, and DHL
This information now appears automatically in the Message Centre sidebar, so there is no need to go through other systems. This makes the flow of information not only faster, but also much clearer.
Ergebnis: Sustainable customer service through smart system integration
Integrating the dashboard into Lime Connect has permanently changed customer service at TITUS.
The most important achievements at a glance:
- Faster response times thanks to immediate access to all customer data
- Fewer system changes, as almost all processes can be controlled directly from the Lime Connect inbox
- Higher customer satisfaction due to personalized and fast support
- Future-proof support that can flexibly expanded to include additional channels and functions
In the future, we plan to leverage AI to enable automated searches within the dashboard – for instance, when an order number is detected in a conversation or a user can be clearly identified. The goal is to further establish Lime Connect as an all-in-one tool for our customer service and to significantly simplify our team’s daily work.
Let’s connect
TITUS shows how you can streamline customer communication with Lime Connect. Would you also like to improve the way you engage with your customers in the long term?
Then schedule a consultation with one of our experts or try Lime Connect free for 14 days!