Case Study: DSC Enhances Service Operations With Odigo

Distribution Sanitaire Chauffage (DSC) is a subsidiary of the Saint Gobain group, which brings together several distributors, CEDEO, CLIM+, CDL Elec, and several brands such as Dispart and Envie de Salle de Bain.

DSC’s customers are building professionals specializing in sanitation, plumbing and HVAC engineering (heating, ventilation and air conditioning).

The Challenge

DSC’s professional clients make contact for guidance on the right product recommendations and pricing. They expect a personal touch and quick responses to help them serve their own customers.

To become the preferred brand for these professional clients, DSC wanted to enhance the efficiency and productivity of all its customer service centres by providing staff with the right tools, resources, and processes.

The Solution

To professionalize remote customer service, Odigo provided a single telephony solution for all of DSC’s centres, which was also integrated with their CRM system.

The Benefits

The Odigo solution delivered multiple benefits to DSC’s customer service:

• Smoother user experience
• 360° view of customer requests
• Tracking of indicators across all centres

Reviewed by: Megan Jones