Industry: Retail
Solution: Industry Solutions

Leroy Merlin

Increased efficiency of the retail network management for Leroy Merlin Vostok, one of the largest DIY retailers

Cooperation includes:

  • Implementation of a new customer service system based on n Unified Service Desk (USD) for Microsoft Dynamics 365. Contact center operator sees a customer profile and service history including past purchases and requests in a single interface. There is also an intelligent help system. USD is integrated with Voice over Internet Protocol (VoIP), e-commerce order management system, retail network data (store locations, opening hours) and customer data, Leroy Merlin Vostok merchandise catalog. Quality of service is monitored by customer satisfaction — the average rating is displayed in the form of emoji in a customer profile.
  • Implementation of cross-channel price monitoring and calculation of new price proposals to collect and process data from catalogs of products and prices, to accumulate this information and use it to calculate the best price proposals, as well as to make a specific calculation for each particular store
  • Technical support for HRM system based on BOSS Kadrovik
Results:
  • Over 200 call center operators have been using the solution to process more than 10,000 requests a day
  • The First Call Resolution index (FCR) measuring the percentage of customer calls that are resolved in a single engagement, has improved in the first three months since the solution has been launched

Testimonials

Antonin Molle
Director of IT Department, Leroy Merlin Vostok, 2017

We appreciate and value of our successful cooperation with GMCS

« We attracted GMCS for a system development project of cross-channel price monitoring and calculation of new price proposals. For the implementation of this strategically important project, we were looking for a reliable and professional IT team in the local market, capable to not only provide solution development but also ensure quality management of the project as part of its responsibilities, including communication with specialists from the other business units of Leroy Merlin. GMCS demonstrated a high level of professionalism and carried out the tasks exactly as we needed. »
Letter of Appreciation Download (PDF 54.7 Kb)

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