Schneider Electric offers its customers global coverage through its 40 Customer Care Centers spread over 3 geographical hubs: Europe, Asia-Pacific and America. On a daily basis, more than 3,000 Schneider Electric advisors provide commercial and technical support, as well as order management, for all the customers and businesses covered by Schneider Electric’s offerings.
"We chose LOGEPAL as part of our Customer Care Excellence program launched in 2011 to simplify and standardize the processes, organization and technical solutions (CRM, telephony, CTI, etc.) used by all our Customer Care Centers worldwide. It was an ambitious project, with customer satisfaction and relationship quality as its main objectives. We had a hundred or so sites, with disparate support quality, usage and communication depending on the region and country," explains Jean-François.
To complete this system based essentially on centralized platforms and applications, a “Wallboard” project has been launched to display information in real time. The aim is to provide Customer Care Center Advisors with the team’s main activity data. Depending on the region and the expectations of the center, LOGEPAL displays real-time telephone statistics and agent status, supplemented by web and PowerPoint content. …. Trend information is also available to visualize fluctuations in activity. Visual alerts complete the graphically rich dashboards.
"We were won over by LOGEPAL's value proposition: solution quality, flexibility and customization. Activeo's teams clearly understood our business challenges, and recommended a deployment that met our business imperatives."
At the heart of the system, LOGEPAL facilitates decision-making and anticipation through performance indicators. A tool for exchange and communication, it contributes to team management, and encourages leadership and accountability. Ultimately, it is a tool that contributes to the responsiveness and efficiency of teams, and thus to the direct improvement of customer satisfaction, the primary objective of Schneider Electric’s CCC teams.
"In the future, we intend to connect our CRM to LOGEPAL to display business indicators, or distribute other content from our satisfaction surveys, for example. We're also thinking about global screens displaying the consolidation of indicators worldwide.
"Equipped with LOGEPAL since 2015, we are attentive to the evolutions of the solution, which offers us ever more added value. New features such as mobility on smartphones and tablets, and e-mail alerting have won us over".
