On a daily basis, the Support Department carries out three main tasks for its members in France, Belgium, Poland and Portugal:
listing and marketing software and hardware solutions
Deployment, installation and maintenance of solutions at the point of sale
User support
Based on point-of-sale experience….
"A few months ago, our satisfaction survey revealed discrepancies in terms of members' expectations and requirements (points of sale), responsiveness and quality of response; a lack of simplicity and points for improvement widely identified during this feedback helped trigger the very first consultancy mission with Activeo."
This first mission was then undertaken to rethink the experience of points of sale during their multi-channel interactions with the support throughout the customer journey. The expectations and orientations defined in the roadmap were mainly simplicity, speed, serenity and consideration: fundamentals that had to be reinvented to give meaning to the approach.
Then, the momentum is set in motion, and customer orientation becomes a component of the brand promise to become firmly anchored. Activeo was tasked with revisiting the three versions of the customer journey – assistance, ordering and project support – then developing self-care and creating an e-commerce site to promote an online catalog of products and services. At the same time, all front and back office teams receive training in customer relations.
Innovation, co-creation and… customer culture
"The impetus for customer orientation within the organization is obvious. This cultural change is very promising, as it reconsiders the relationship with members and our own operations. Also, to facilitate governance and project coherence, Activeo took on the role of customer experience guarantor before making this function permanent internally".
The latest member satisfaction survey reveals some very encouraging results: a change in mindset and strong customer acculturation, digital acceleration with the provision of a new conversational channel for members, and the creation of an online help site offering a wealth of technical content accessible at all times. High-value-added contributions that make life easier and improve members’ performance on a daily basis.
"The impetus for customer orientation within the organization is obvious. This cultural change is very promising, as it reconsiders the relationship with members and our own operations. Also, to facilitate governance and project coherence, Activeo took on the role of customer experience guarantor before making this function permanent internally".
