Motoblouz wanted to improve the customer experience for its motorcyclists, and alleviate the problems associated with processing mail flows, which were often overloaded following the increase in activity linked to the Covid-19 period. Arthur GIANESSI, Customer Service Manager at Motoblouz, explains how Vivetic Group helped them meet this challenge.
What was your problem?
In 2020, due to the Covid-19 pandemic, our online sales rose sharply. This resulted in a significant increase in contact volume for our Customer Service department: more than 50% in flows compared with the previous year. To meet our customers' demands while maintaining quality of service, the challenge was to find a solution to adapt our resources to handle this increased volume rapidly. During the Covid period, this was not possible with an internal recruitment approach.
Why did you choose Vivetic Group?
The main challenge was to rapidly deploy additional staff to absorb the growing flow of requests to Customer Services. Vivetic Group's responsiveness was the key to our decision. Their expertise and know-how in the field of customer relationship management also confirmed our choice.
How did Vivetic Group meet your needs?
Vivetic Group provided us with excellent support in making consultants available to reinforce our teams during the Covid period, and continues to demonstrate its agility, flexibility and responsiveness to our increased activity. Our collaboration with Vivetic Group has enabled us to save a considerable amount of time in managing our incoming mail requests, with responses tailored to each stage in the life of the order. We were looking for a genuine partner to work seamlessly with our teams, in line with our customer service quality management policy.
Other unexpected benefits?
Yes, thanks to the success of Vivetic Group's support in managing our requests linked to the life of the order, we have been able to free up time with our motorcycle advisors to work on increasing their skills through product training, factory meetings with partner brands and thus enriching their technical knowledge.
