500K+ interactions per year
100 users
Monoprix, the French urban retailer, has been a SquAire partner since 2004. For more than twenty years, it has run its customer relations on a single, multi-brand CRM. The partnership has had to keep pace with the group’s growth: the rise of e-commerce, more and more channels (including social networks like TikTok), and processes that keep getting more complex.
Challenges
- Shorten customer waiting times by prioritizing requests and follow-ups.
- Raise customer satisfaction through complete case tracking, from first contact to resolution.
- Keep complex, multi-stakeholder processes under control as volumes and channels grow.
Solution
- One CRM for every brand. SquAire Interaction was selected by Monoprix more than 10 years ago as its single, multi-brand CRM.
- Connected to the existing IT landscape. The solution is integrated with Monoprix’s information systems and databases, giving a tailored 360° view of customers and brands, the foundation of a high-quality relationship.
- Flexible and scalable. Over time, the platform has grown to include e-commerce transactions, a Social Media Center, and satisfaction survey and voice of the customer reporting.
Results
- 20% reduction in average handling time (AHT) on emails.
- Top 3 in the 2020 Customer Relations Ranking (Les Echos).
- A single interface for smooth, end-to-end handling of every customer request.
- Over 99.5% availability, 7 days a week.
Key success factors
- Progressive integration. Internal solutions were integrated step by step, leading to a truly unified interface.
- One workflow for every channel and topic. Traditional, digital and social channels (TikTok included) and every type of request (orders, refunds and more) run through a nearly unified workflow, within a complex and segmented ecosystem.
- Continuous co-construction. Working side by side over the years let the technology fade into the background, so the focus stays on the customer relationship.
Customer quote
“A real know-how, built together with Armatis, that has made technology step back so the relationship with our customers comes first.”
Patrick Guimet
Head of Customer Relations, Monoprix
