GittiGidiyor Success Story

Customer Focused Support

Under normal circumstances, the project would have been completed between 18 months and 2 years but finished in a short time like 7 months with effective project management; we created a success story.

Bahadır KılıçGittiGidiyor Customer Services Manager

Customer Focused Support from Kofana to GittiGidiyor

Kofana, authorized reseller of Salesforce, which started its services in 2012 has stepped up its activities in 2015. Offering Salesforce, the best CRM solution in the World, Kofana began to grow faster in the market with the help of the rising understanding of Cloud concept. The main target of Salesforce solutions are corporate companies. It is also aimed to serve Salesforce’s superior mobile capabilities to high-mobility field sales and service teams and to be part of the company’s journey to become a ‘customer focused company’. Kofana supported Turkey’s leading online shopping site GittiGidiyor in the direction of this target. Salesforce has been successfully adapted to GittiGidiyor with Kofana’s long-standing industry experience. In this sense, 2014 was the year of complete change for GittiGidiyor. This change was experienced through the establishment of the call center in Customer Service. With the solution provided, it was possible for the customer to directly access the site from different channels such as phone, live help, e-mail, support line, social media. When serving different channels, a common history system was established for each customer.

Bahadır Kılıç, Customer Service Director of GittiGidiyor describes this important structuring process and the resulting cooperation as follows: “When a customer calls us 5 minutes after emailing us, we aim to resolve the issues faster than usual using the common contact history. It was among our priorities to get to know our customers better and to offer them the right service according to the segment they are in. As GittiGidiyor is an e-commerce platform that has 14 years of history and receives its strength from its customers, it has always made a difference with its investments to keep customer satisfaction at the top level. With a focus on customer satisfaction, our most important goal is to understand what our customers want and to make perfect shopping experience from beginning to end in GittiGidiyor. In line with these goals, we decided to completely renew our customer service technologies in 2014 to move the customer experience to the next level. Our acquaintance with Kofana also took place in this period. Our biggest advantage when working with Kofana is; it was very easy for the two companies to position themselves as ‘customer companies’, to understand each other’s needs. Kofana offered us the best solution, Salesforce.

How did Salesforce contribute to your company?

Along with this solution, Bahadır Kılıç stated that the most important improvement with the concept of omnichannel is to remove the border between the customers and GitiGidiyor, the contributions of this cooperation are as follows:  “Freedom of choice is on the client, and we can produce the most accurate solution much faster with the common history, wherever it reaches us. This, in turn, brings loyalty in the first place after high customer satisfaction. In addition to these, while we had to use different solutions for reporting and statistical work  in the past, we have one common platform today; Salesforce. Thus, we are able to achieve much more effective results in a much shorter time. The good thing is that we can make new analysis in minutes and help improve our processes.

Saying that they can master customer relations with a 360 degree vision and all aspects by using the technologies provided by Salesforce at this point, Bahadır Kılıç says that they can understand the preferences of the users and develop creative applications that will save them time and make their lives easier. With the Project going live, Bahadır Kılıç, who describes the biggest goal of the customer relations, expresses that one of the five common promises of eBay is ‘to make our customers experience things that will be admired’.

We created a success story

Explaining that the transition of the Salesforce platform to the application is an interesting experience for them, Bahadır Kılıç says that they need to make various customizations in line with their needs and that their time is limited. Bahadır Kılıç, voicing that existing technology is not an easy task to completely change a certain type of spine in an active communication center where 60 employees are serving 24/7, said: ““Under normal circumstances, the project would have been completed between 18 months and 2 years but finished in a short time like 7 months with effective project management; we created a success story.”

Referring to why they preferred Salesforce in this process, Kılıç added that the ‘omni-channel’ approach, which we have been heard frequently in recent years, is the most appropriate solution to adopt. Kılıç states that Salesforce’s cutting-edge technology, mobile adaptability gives them the flexibility to listen to the customers time and environment free, and list Salesforce’s other factors as follows: “It is the only platform for all service channels, offering easy scalability, fast development tools, superior business intelligence capabilities, ease of working with large data, and getting benefits from a global Salesforce user’s developments.”

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