Process Landscape
Customer lifecycle as the spine; end-to-end processes beneath. Color saturation = GenAI potential; chips link to demos.
Contact-to-Resolution
Resolve customer requests across every channel and language, in the brand voice, first time
- Cost per contactCHF 4.5–8
- First-contact resolution60–75%
- Peak volume multiple2.5–3.5x baseline
Repair-to-Delight
Take a damaged piece from any door through assessment, decision and workshop back to a delighted owner
- End-to-end repair cycle3–6 weeks
- First-pass intake completeness50–65%
- Status-chasing contacts per case1.5–3
Order-to-Delivery
Take an omnichannel order to the door on its promised date — especially when the date is the point
- Click-to-door2–6 days
- WISMO contacts per 100 orders8–18
Return-to-Refund
Take back, inspect, restock and refund without creating the next contact
- E-com return rate8–14%
- Refund latency5–12 days
Join-to-Renew
Run the Kreis membership lifecycle — joins, benefits, editions, renewals — like the premium product it is
- Renewal rate75–85%
- Members~330'000
Idea-to-Collection
Design, industrialize and launch two major drops a year with knowledge and content in step
- Major drops per year2 + capsules
- Channels updated at launchall, at once
Plan-to-Replenish
Forecast and allocate a seasonal assortment across ~130 markets and every channel
- Forecast accuracy gain from AI+10–15%
- Peak-season stockouts2–6% of hero SKUs
Ingredients Order-to-Cash
Quote, sell and deliver loose components to trade partners under brand-control terms
- Quote turnaround1–4 days
- Email touches per order4–10
Funke — AI & Agent Platform
The house gen-AI portal grown into an agent platform — prompts, tools, evals, traces
Data Platform & Integration
One reliable read across CRM, orders, catalog, cases and the piece registry
Responsible-AI House Rules
Support not replace; humans keep the final word; accompany, never overwhelm, the customer
Brand & IP Protection
Keep the name worth what it costs — trademarks, brand-control terms, counterfeit signals
Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.