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~ Salesupply ~

HOW JUST BRANDS

GUARANTEES

EXCELLENT CUSTOMER

SERVICE IN GERMANY

Text: Ruud den Rooijen // Photos: Just Brands

PME Legend, Vanguard, and Cast Iron are the three legendary premium brands of the
fashion company Just Brands. Founded in 1992, the company is a well-known brand in the

Netherlands, with a strong presence in Belgium, Poland and
the DACH countries. As many companies do when expanding
internationally, Just Brands decided to integrate its foreign
customer service agents into the team at their headquarters. Rick
ten Pierick, the Customer Care Coordinator at Just Brands, tells
us about this approach and about the decision to start working
with Salesupply.

We had a small German customer service Just Brands needed
team in our Amsterdam office, and we were in the Salesupply agents
“the process of expanding this team due to our operational as fast as
growth in Germany. Due to the scarcity of native possible. “All in all, RICK TEN PIERICK,
German speakers, this proved to be difficult and the project was live CUSTOMER CARE COORDINATOR JUST BRANDS
costly. After some personnel changes, the German within 4-6 weeks,”
customer service team was suddenly too small to Rick remembers. “Introducing the agents to our brands
deliver the level of service that Just Brands stands and our way of working was the most important part of the
for, ” Rick explains. preparation. We decided to create an intensive one-week
training course together with the agents in the Salesupply
A flexible solution for international growth office in Duisburg - including a visit to our store in
That was the moment for Just Brands to start looking for Dusseldorf. This week was followed by a day in our office in
a scalable, future-proof solution. “Our preference was to Amsterdam. This way, we had a chance to really connect with
keep a small team of German agents in-house, surrounded the team and share the Just Brands DNA with them. Since
by a flexible external shell to keep our set-up as scalable the kick-off, we have kept on investing in the relationship
as possible. With our European expansion plans in mind, with the agents. Every quarter, we organise a day with them
we decided to search for a partner that could offer us all in our headquarters and every two weeks, we spend a day in
the languages that we would need in the (near) future. In the call centre in Germany.”
addition, the service provider should be flexible enough to
start in these new markets with lower service volumes. That’s Very close relationship
when we got in touch with Salesupply.” The training not only helped to really connect the agents
with Just Brands and its fashion brands, but it also helped
Quick launch in Germany to create a direct connection between the agents and the
The partnership started under quite some time pressure. client they are working for. “That close connection is

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