Victor and Charles, which relies on artificial intelligence technology, systematically scours the profiles, blogs, Facebook accounts and Instagrams of hotel guests to provide them with a privileged welcome in their hotels.
What do Legalstart, Selectionnist, Julie Desk and others have in common? The know-how and technologies of a former start-up turned SME, Vivetic, whose expertise in BPO* and customer service has enabled some of them to accelerate and consolidate their growth, without compromising customer service. Sometimes, it's even at the heart of the product or service they sell. Over the past six or seven years, the company based in Pantin and Madagascar has developed a speciality in helping young companies to develop their "customer service". coolitude In this way, we're able to ensure that the "business model" of these companies and innovation go hand in hand and produce hard cash. These include Victor & Charles, whose marketing promise borrows from both Artificial Intelligence and customer experience, but which in fact practices a very simple trade: enabling "hoteliers and major players in the tourism industry to know who is coming to or staying in their hotels and palaces, in order to prepare for their arrival and predict their behavior". As Stéphane Fadda, the company's president, explains: "As things stand at present, all these players have access to is a name, a credit card or a reservation number, which is obviously not enough to prepare a personalized stay, in line with what customers now expect. We offer the hotel industry the possibility of collecting and drawing up a file for each of these customers, before they arrive at the establishment, which summarizes what they need to know about them. This enables them to prepare the details that will make all the difference during their stay. We rely on technology based on artificial intelligence to analyze public, socio-cultural and behavioral information, and which also delivers relevant recommendations in real time based on customer preferences".
This is precisely where Vivetic comes in: "We mobilize a team of 15 agents who go out to each of Victor & Charles' customers, scroll the web, gathering relevant information after checking it. In a nutshell, we're the Cardex card for the digital age, for an industry that has understood that customer knowledge and personalized customer journeys are the key to building customer loyalty," says Anne Laratte, the head of Vivetic. Stéphane Fadda is passionate about artificial intelligence, and convinced of its contribution to the customer experience. chatbot : It was a common knowledge that facilitated the meeting, and shared values that consolidated the relationship: "Vivetic resembles its manager and her convictions: people and technology can coexist and enable long-lasting, rewarding business relationships.
Before joining his partners Romain Nkounkou and Alexandre Henneuse at Victor & Charles, Stéphane Fadda spent some twenty years working in the software industry, a career marked by a series of milestones, almost all of which were crowned with success. A common thread, at Talend as at CustomerMatrix: the importance of the Big Data, a growing issue in many industries, and one that is now at the heart of his new business at Victor & Charles.
By Holden Caufield
