How TonerPartner Builds
Customer Loyalty
in 8 Countries
TonerPartner sells toner, ink and printer accessories across most of Europe, a business that lives on repeat customers. Its customer service is built for loyalty, not just productivity. Salesupply runs all of TonerPartner's customer service outside Germany, with native service 5 to 6 days a week, something TonerPartner could not run economically itself.
- Industry
- Printer supplies
- Services
- Customer service
- Markets
- 8 countries, all markets outside Germany
- Availability
- 5 to 6 days a week
- Result
- Native, loyalty-focused service at a cost that works
The Challenge: Loyalty in a Repeat-Purchase Business
TonerPartner is a leading online retailer of toner, ink cartridges and printer accessories, active in most of Europe. Consumables are a repeat business: the customer who buys toner today should come back for the next cartridge. That shapes how TonerPartner thinks about service.
“Usually, customer service centers of (online) consumer electronics retailers and IT vendors are trimmed mainly for productivity. At TonerPartner the productivity of our service team is still an important aspect, however, our focus is definitely on customer loyalty. We are in the supply business, consumables, for us loyal, repeating customers are vital. That’s why our service agents always put our customers first.”
Things sometimes go wrong, as in any business. For a webshop built on loyalty, that is the moment service has to be at its best. TonerPartner gives its service team room to solve issues and take away customer frustration, because winning back an unhappy customer through other channels is harder and far more expensive.
The Approach: A Matter of Critical Size
Doing this well in every market takes a team TonerPartner could not justify in each country on its own. So Salesupply runs all of its customer service outside Germany, with agents who serve customers in their own language and work to TonerPartner's loyalty-first approach.
“It is a matter of critical size. Salesupply takes care of all our customer service outside Germany. If we want availability, reasonable waiting times and reasonable service levels 5-6 days a week in all these markets, this is the only way. Economically speaking it just wouldn’t make sense to do it ourselves.”
The Result: Loyal Customers Across Europe
Review sites across Europe show positive customer ratings for TonerPartner, the visible side of a service strategy built on loyalty.
- 8 countries, one partnerAll customer service outside Germany, run by Salesupply.
- Service 5 to 6 days a weekWith reasonable waiting times in every market.
- Economically viableA level of service TonerPartner could not run profitably itself.
- Loyalty firstAgents with room to solve issues and keep customers coming back.
“Yes, they are very pragmatic, able to set up quickly, and the service quality is good. For European customer service I would absolutely recommend Salesupply.”
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