"The impetus for customer orientation within the organization is obvious. This cultural change is very promising; it reconsiders the relationship with members and our own functioning. Also, to facilitate project governance and coherence, Activeo has taken on the role of guarantor of the customer experience before perpetuating this function internally," continues Sébastien Durand. Driving the digital transformation, STIME teams deliver and ensure the performance of information systems serving nearly 3,000 sales outlets of the Groupement Les Mousquetaires, logistics bases and support services. Three main missions are honored on a daily basis by the Support Department for members in France, Belgium, Poland and Portugal:
- Referencing and marketing of software and hardware solutions
- Deployment, installation and maintenance of solutions at the point of sale
- User support
Starting from the experience of the points of sale….
“A few months ago, our satisfaction survey revealed discrepancies in terms of expectations and requirements of members (points of sale), responsiveness and quality of response; a lack of simplicity and points for improvement widely identified during these returns helped trigger the very first consulting support mission with Activeo. The lack of simplicity and the points of improvement that were widely identified during the feedback helped to trigger the very first consulting support mission with Activeo,” explains Sébastien Durand, Director of Point of Sale Support within the IT Department.
This first mission is committed to rethinking the experience of the points of sale during their multi-channel interactions with the support throughout the process. The expectations and orientations then defined in the roadmap are mainly simplicity, speed, serenity and consideration: fundamentals that must be reinvented to give meaning to the approach.
Then, the dynamic is set in motion and customer orientation becomes a component of the brand promise to become firmly anchored in a sustainable way. The missions of revisiting the three versions of the customer journey – assistance, ordering and project support – then developing selfcare and creating an e-commerce site to promote an online catalog of products and services are undertaken with Activeo. At the same time, training in relational posture is delivered to all front and back office teams.
Innovation, co-creation and… customer culture
The impetus for customer orientation within the organization is obvious. This cultural change is very promising; it reconsiders the relationship with members and our own functioning. Also, to facilitate project governance and coherence, Activeo has taken on the role of guarantor of the customer experience before perpetuating this function internally, continues Sébastien Durand.
Recently, the recent satisfaction survey carried out among members reveals very encouraging results: a change of mindset and a strong customer acculturation, digital acceleration with the provision of a new conversational channel for members and the creation of an online help site offering numerous technical contents accessible at any time. High value-added contributions and inputs that make life easier and improve members’ performance on a daily basis.
“Tomorrow, we intend to work on the quality process, customer complaints handling and customer voice while continuing to professionalize with new tools and practices. Thanks to our collaboration with Activeo, we are pursuing our relational, cultural and organizational transformation with a long-lasting and sustainable approach that continues to build on the experiences of the point of sale for ever greater proximity. “concludes Sébastien Durand.