customer query resolutions

The Mr.Bricolage Group, which includes the brands Mr.Bricolage and Les Briconautes, is a French specialist in DIY local independent retail with 687 outlets. Internationally, the group is present in 8 others countries with 68 stores.

The challenge

Mr.Bricolage’s legacy customer service tools were failing, with a poor call handling rate and mounting unanswered emails. New, more flexible tools for a nationwide customer service platform were needed fast.

The solution

Odigo’s easy-to-use tools, and integration with Mr.Bricolage’s Microsoft Dynamics CRM system, made us a natural choice for this busy retailer.

Odigo’s solution rapidly improved the company’s customer query resolution rate by 20%, but has also enabled the business to gain much greater insights into the reasons behind customer calls.

We’re continuing to work on customer service innovations for Mr.Bricolage, helping to implement a new “call and pay” application and improving self-service capabilities that give service agents more time to concentrate on complex issues.

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Malakoff Médéric Humanis