+5 000
calls in 15 days post-deployment
Without INO CX, maintaining our sales activity during the lockdown would have been impossible. In just 24 hours, we equipped our store teams with the tools they needed to keep in touch with customers, respond to requests, and process remote payments—all without an e-commerce site.
Saint Maclou is a well-established French retailer specializing in flooring, wall coverings, made-to-measure décor, and installation services. With over 130 stores across France, the brand is known for its personalized in-store experience and expert support in home renovation projects.
During the COVID-19 lockdown, Saint Maclou had to maintain commercial activity without an e-commerce site, relying on a confined sales team to stay connected with customers.
SMS, email, phone
Payment, customer experience, quick implementation
Absolutely! As our stores had to close, we were committed to stay close to our customers and ensure a minimum level of continuity, especially for all current follow-up actions and installations schedules. To do this, we decided to equip around twenty stores with INO CX solution so they could respond to phone requests from their own customers.
Our ADV and customer relationship teams were already equipped with INO CX and it seemed natural to ask INO to open licenses for our in-store sales force. This is how we implemented a special number, communicated on our website, and equipped about fifty salespeople in-store to support remote advisors thanks to the WebRTC INO solution.
“In less than 24 hours, everything was operational, and advisors could support our customers from where they were working during lockdown.”
We took more than 5,000 calls the first 15 days and we were able to offer continuity of service to our customers.
Our customer interaction management platform provided by INO was alrealdy equipped with a remote payment module for the contact center. But we never used it.
So, we have chosen to activate this functionality in order to give these store advisors the possibility of selling and cashing their customers, in a secure environment.
It all happened very quickly, from activating the module to training the salespeople and cashing customers. The INO team was very efficient and the satisfaction of both advisors and customers was high!
In fact, for Amélie Beck, the INO payment module is very well received because it allows to cash customers directly by phone, without having them giving their credit card number. This is done by sending an SMS or email with a payment link, and both the advisor and the customer can resume the call at any time without a break in the customer journey!
“It’s reliable and safe!”
