Leading European health and dietary products retailer selects mplsystems customer engagement solution

PRESS RELEASE: SENSILAB, one of Central & Eastern Europe’s leading multi-channel retailers of specialist homeopathic health and dietary products, has selected a comprehensive customer engagement technology solution from mplsystems to help deliver a unified retail experience for customers across its rapidly-growing business operations in Slovenia, Poland, Russia, Romania and Croatia.

In selecting mplsystems, SENSILAB joins other leading European organisations – including Studio Moderna, Global Blue, Ford Retail, Iceland and International Greetings – who have all recently deployed solutions based on mplsystems’ award-winning cloud-based intelligentContact and intelligentDesktop technologies.

“SENSILAB is experiencing rapid growth across a number of markets, and we needed a customer contact approach that could handle both the breadth of our product offer as well the complexity and needs of our growing customer base,” commented Tomaž Gorjup, Global CIO at SENSILAB Group. “After considering other cloud CRM approaches, it was clear that only mplsystems could provide SENSILAB with a truly integrated customer experience solution – one that brought together all our key Big Data, CRM and back-office data feeds, while also incorporating a fully integrated contact centre architecture that supports all our current and future channels.

“We initially couldn’t believe that a retail solution as comprehensive as intelligentDesktop from mplsystems was really available for SENSILAB, with this powerful desktop solution not only providing full campaign management but also giving our agents with exactly the right level of information they need to engage customers and cross and upsell effectively. This kind of functionality simply isn’t offered by off-the-shelf solutions,” he continued. “Additionally, intelligentDesktop is also able to link customer purchases with our marketing spend – helping us to better understand the ROI of our direct response TV and other marketing campaigns. With standard solutions we would have needed a huge amount of additional development work to secure this functionality.”

“We’ve also been particularly impressed by the flexibility of the mplsystems solution,” he continued. “Thanks to mplsystems we’ve now got exactly the retail customer engagement solution we need.”

“While most software approaches try and make you adapt your business processes to their off-the-shelf, menu-driven CRM models, mplsystems allows organisations such as SENSILAB to create a solution that truly reflects their business, while still providing its customers and retailers with a seamless experience,” added Paul White, CEO at mplsystems. “With a range of cloud and on premise deployment options, mplsystems is agile enough to create exactly the kind of bespoke multi-channel engagement solutions that organisations such as SENSILAB increasingly require. Thanks to our configurability and rapid deployment capabilities, we were able to help SENSILAB go live with a comprehensive retail customer engagement solution in just a matter of weeks. This contrasts dramatically with the many months needed to deploy more traditional and less flexible retail enterprise systems.”

Following the initial deployment of a multi-channel contact centre, CRM integration and a dedicated agent desktop that supports both catalogs and pricing, mplsystems is working with SENSILAB to build out its solution with integration to other key applications within the business including its Magento scalable eCommerce solution, supply chain support and financials. The mplsystems solution will also provide support for additional SENSILAB channels that are added to the company’s retail engagement model.


SENSILAB Group SA, based in Slovenia, is a leading multi-channel retailer of homeopathic health products, dietary supplements, bio superfoods and other organic products. Operating through a range of retail outlets across Slovenia, Poland, Italy and Russia, including pharmacies, specialist stores, Muller drugstores as well as its major Sensilab.si online presence, SENSILAB is an award-winning destination for health-oriented customers, featuring thousands of high quality, competitively-priced health, food and dietary products. For further details visit www.sensilab.si

About mplsystems:

mplsystems brings together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping our clients to resolve queries faster whilst benefiting from more integrated processes, faster deployment and dramatically reduced IT costs. For more information please visit www.mplsystems.co.uk