Berge & Meer was founded in 1978 in Rengsdorf in the Westerwald. Many millions of customers have since spent their vacations with Germany's leading direct travel provider. Today, the expert for round trips, adventure tours and cruises offers more than 1,500 trips to over 140 countries. Catalogs and website provide information about the range of products, which can be booked online and by phone via the in-house call center, but also in travel agencies.
Berge & Meer introduced Salesforce as its new cloud-based CRM. In a next step, complaints were also to be processed via this special software for customer relationship management. The aim was to simplify processes and reduce the number of system changes during the processing of customer complaints. neusta enterprise services provided Berge & Meer with a product owner for this sub-project who has many years of professional experience in CRM and in the tourism industry.
The project team for the Salesforce Service Cloud at Berge & Meer comprised 6 people. The developers were provided by external companies. The project was carried out in an agile manner, following Scrum with iterative project sections, so-called sprints. This made it possible to react very quickly and flexibly to new or urgent requirements.
The central task of the product owner was the recording and analysis of the actual processes in the complaints area and the subsequent formulation of the software requirements as user stories.
The product owner also coordinated the implementation of the user stories with the developers and conducted reviews with the specialist department.
After successful recording of the initial requirements and creation of the user stories and first implementations, the product responsibility could be handed over to internal employees of the customer.
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