ManoMano is the biggest marketplace in Europe for DIY, Home & Garden operating in 6 markets : France, Belgium, Spain, Italy, Germany and the UK. In order to satisfy its growing customer’s experience expectations, Manon Mano turned to Diabolocom for a new telephony solution to optimize its customer relation.
Business Objectives
• To anticipate customers needs and friction points.
• To guarantee a service of excellence for customers and merchants alike, while ensuring scalability and keeping quality service levels above market standards.
• KPIs: 80% pickup rate in less than 1 minute and CSAT score around 90%
Challenge
ManoMano wanted to review its customer relations strategy by being proactive. The French scale-up objective was to anticipate customers needs and defuse any tension issue with customers (late deliveries for example). This implied having powerful tools, especially regarding telephony. Therefore, the specifications for the new telephony solution focused on three essential points:
• Upstream routing
• Call distribution
• Outgoing call quality.
Solution
With a demanding customer relationship project in mind, ManoMano turned to the leading voice solution Diabolocom: after a first step dedicated to demos, intensive testing phases followed via a 6-week PoC (Proof of Concept) in Spain.
"A crucial phase that allowed us to definitively validate the qualities of Diabolocom that we had previously identified."
Result
Mano Mano reinforced its customers service by equipping itself with Diabolocom, the European voice leading solution. The French scale-up appreciated the proximity and flexibility of Diabolocom teams and solution in addition to the fast and flawless deployment. The project resulted in :
• An end-to-end controlled deployment on the international level achieving an ultimate user experience :
“A migration of this scale involving inbound and outbound flows is never without risk. However, the transition was successfully handeled from A to Z…” confirmed Marc Bussienne.
• A new response capability never known before. During an internet outage with one of Mano Mano centers, employees were able to switch the call flow to another center in a very fast and transparent way for the customers.
• Call routing greatly improved.
• Better control of call hold management with a more efficient “cascade” process.
• Managing high call volumes in relation to processing capacity.
"This first step in rebuilding our customer relationship is very positive and provides greate future collaboration opportunities with Diabolocom."
Marc Bussienne
Planning Ops Excellence Director
