SCHNEIDER ELECTRIC chooses LOGEPAL for the real-time display of its Customer Care Center’s key performance indicators
Schneider Electric, a worldwide specialist in energy management and automation, provides its clients with a global coverage, through its 40 Customer Care Centers spread over 3 geographic hubs: Europe, Pacific-Asia, and America. Each day, more than 3,000 Schneider Electric advisers manage the commercial and technical support in addition to managing the controls for all the customers and businesses covered by Schneider Electric services.
“We have chosen LOGEPAL as part of our Customer Care Excellence program launched in 2011 to simplify and homogenize the processes, organization and technical solutions (CRM, telephony, CTI,…) used by all of our Customer Care Centers throughout the world. It is an ambitious project that primarily focuses on the satisfaction of our customers and the quality of our relationships, says Jean-Pierre Nicolas, Customer Care Excellence Program Manager at Schneider Electric. We have a hundred very different sites in terms of support quality, usage, communication by region and country”
To complete this plan, based primarily on centralized platforms and applications, a project of real-time information display titled “Wallboard” has been launched. This project makes the key data for the team’s activities available to the Customer Care Center Advisers. According to the regions and the expectations of the centers, LOGEPAL distributes real-time telephone statistics, the agent status, complemented by web and powerpoint content,… Information on development trends are also available for viewing activity fluctuations. Visual alerts also complete the graphically rich dashboards.
“We were attracted to the LOGEPAL value proposition, consisting of: solution quality, flexibility and customization. The Activeo teams have factored in our business concerns well and have recommended developments that meet our business requirements.”
At the heart of the plan, LOGEPAL facilitates decision making and anticipation through performance indicators. As an exchange and communication tool, it takes part in team management, promotes leadership and accountability. In the end, it is a tool that contributes to the responsiveness and efficiency of the teams and as such, directly affects the improvement of customer satisfaction, the main goal of Schneider Electric CCC teams.
“Tomorrow, we intend to connect our CRM to LOGEPAL to view business metrics or for example, broadcast other content from our satisfaction surveys. We are also considering the use of global screens displaying indicators aggregated worldwide.”, added Jean-Pierre Nicolas.”We have been using LOGEPAL since 2015, and are attentive to developments to the solution which continually gives us greater added value. Novelties like mobility on smartphone and tablet or alerting via email have also seduced us,” concludes Jean-Pierre Nicolas.