Becoming a 100% digital company

In 2014, the Massa Group decided to sell its legacy family business and transform the company based on a 100% digital model. Avatacar.com was born and became the first online auto parts store to both sell spare parts and also offer appointments to have your vehicle serviced in a network of 1,500 partner garages. To make this radical transformation a success, Avatacar called on Orange Business Services. Its mission: to advise and support the company through its reorganization and set up an effective, fully-digital customer service.
 


The Orange Business Services teams really helped us to take stock of our daily work and managed to adapt perfectly to our company.

 

Magali Massa, Marketing Director and Manager, Avatacar.com

Digitizing customer services

The transformation was a real success. Avatacar.com doubled its turnover in one year. However, the customer service department was no longer able to absorb such phenomenal growth. The tools and methods used were no longer suited to the new business model. Customers were waiting too long for a response to their requests, which was causing dissatisfaction. So the company decided to set up a qualified contact center that would go hand-in-hand with its new organization. Thanks to its expertise in consulting, Orange Business Services helped Avatacar.com not only to analyze and implement a suitable solution, but also trained its teams. The chosen solution: Flexible Contact Center. This cross-channel tool hosted in the cloud can efficiently manage the thousands of daily messages and phone calls.

Effective customer service management, improved customer satisfaction

With Flexible Contact Center, customer services has a single interface to manage all customer interactions, regardless of the channel used: phone, email, Messenger, etc. In one year, customer services handled around 157,000 emails and 163,000 phone calls. The service is now organized more efficiently. Complaints about response times have decreased significantly, ensuring that the level of customer satisfaction remains high.

Results

  • An optimized 100% digital customer journey
  • Rapid response times
  • High-level of customer satisfaction
  • A flexible cross-channel tool

157,000 emails and 163,000 phone calls handled in one year