Case Study: Groupe Atlantic Reduced Intervention Time by 10% With Apizee

European leader in thermal comfort, Groupe Atlantic, offers a wide range of products for housing, the tertiary market and industry.

Challenge

Reactivity is a fundamental principle to guarantee a quality customer service. Groupe Atlantic is therefore committed to responding quickly to customer issues.

Although the group has 110 technicians working on customers’ premises every day, travel naturally imposes a waiting time.

It therefore wanted to implement a visual assistance solution to enable its customer service department to better meet customer expectations and prepare for interventions.

Solution

Groupe Atlantic has chosen the Apizee solution to offer a visual assistance service to its customers. During a customer call, if needed, the advisor uses visual assistance to better understand the issue or to better prepare the upcoming intervention.

With Apizee, the advisor creates and sends a SMS or email invitation in less than a minute while remaining on the phone with the customer.

In one click, the customer starts the visual assistance and is guided by the advisor to solve the problem or carry out a remote diagnosis.

Thanks to the 100% web-based solution, the customer does not need to download an application or create an account.

At the end of the video session, the customer can take a satisfaction survey and provide feedback on the quality of the discussion with the advisor.

“Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the reactivity, the follow-up of the project and the support of the teams for good success!” said Stéphane Cailleau, National Technical Manager.

Results

• 40% Reduction in technician travel
• 25% Requests resolved on 1st call
• 10% Reduction in intervention time

Reviewed by: Jo Robinson