Audioptic - Optimized In-Store Customer Service Management

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Audioptic, European leader in the optical sector with brands such as Optic2000, Lissac, Gadol, and Audio2000, sought to improve the efficiency and responsiveness of its customer service through its numerous stores. Faced with challenges such as responsiveness in an emergency context, high staff turnover, and the need to support the growth of store openings, Audioptic needed a simplified, mobile, omnichannel and interconnected solution.

Problem

The central problem that Audioptic was facing was the need to modernize and optimize its customer service management through its extensive network of shops in Europe. This need was amplified by several specific challenges:

1. Responsiveness in an Emergency Context: Audioptic stores needed to improve their ability to respond quickly to customer requests and in-store incidents to maintain brand image and customer satisfaction. Emergency management was essential to maintain high standards of customer service and effectively respond to immediate customer needs.
2. High Staff Turnover: The retail sector, and particularly the optical industry, often has a high staff turnover rate. This turnover posed a constant challenge in terms of training and the rapid integration of new employees to maintain the quality of customer service.
3. System Proactivity: Audioptic was looking for ways to be more proactive in managing customer services and requests, anticipating problems before they occurred and resolving them effectively, rather than simply reacting to problems after they occurred.
4. Growth Support: With the continued expansion of Audioptic and the opening of new stores, it was crucial to have a customer service management system that could easily adapt and support this growth, without compromising the quality of service.
5. Diversity of Roles and Communication Tools: Audioptic stores employ a diverse range of staff, store managers, all using various communication tools (iPhones, WhatsApp, O365) in their daily operations. Integrating these diverse roles and tools into a consistent and effective customer service management solution was an additional challenge.
6. Information Management and Employee Autonomy: Providing easy access to accurate and up-to-date information through user-friendly user portals was essential to enable employees to respond quickly to customer requests and resolve issues independently.

The solution therefore had to not only address these challenges by providing a simplified, mobile, omnichannel and interconnected platform, but also adapt to the diversity of roles in stores, seamlessly integrate the various communication tools used, and support the continued growth of the company in Europe.

Solution

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The adoption of ServiceNow CSM by Audioptic marked a transformation in customer service management, thanks to a platform that simplifies, automates and makes customer service more effective across all stores.

Key Features:

1. Service Catalog and Asset Management: An overview of the services offered and effective asset management.
2. SAP & Salesforce integrations: For real-time synchronization of customer data and inventory.
3. Advanced Reporting: Tools for in-depth analysis of performance and trends.
4. Expertise Management: Allocation of customer requests according to the necessary expertise.
5. Playbooks and Templates: Standardization of responses for a constant quality of service.
6. 360 View of Stores: Real-time monitoring of each store for optimal management.

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Results

The integration of ServiceNow CSM allowed Audioptic to revolutionize its customer service management, offering an unprecedented customer experience. Stores now benefit from better responsiveness, more efficient request management, and improved customer satisfaction. The solution supported the expansion of Audioptic by facilitating the opening of new stores, ensuring consistent and effective customer service management across Europe.