Becoming more customer-centric
One of the world’s leading retailers for office supplies and workplace products, Lyreco Group is a thriving €2 billion business with 9,500 employees, nearly 2,000 of whom are in France. Set to grow to 800 agents across 25 contact centers, these global operations involve 17 subsidiaries around the world.
Customer experience is the foundation of performance at Lyreco. To stay ahead of the curve, the company has embarked on an in-depth modernization of its contact centers. The project is part of a global process to reinforce the quality of customer relations, combining proximity, team commitment and best-in-class digital solutions. The goal was to simplify, personalize and support the buyer more effectively throughout their purchasing journey — from product selection to the delivery and management of their account.
Historically, sales and service functions were distributed with most customer interactions taking place over the phone. In addition to scheduling appointments for sales teams and channel distributors, agents confirm purchases and shipping details, provide product information, and help customers navigate the company’s website. However, Lyreco lacked a common approach for managing calls, reports and results.
“Our local roots allow us to form close relationships with our customers,” said Nelson Oliveira, Product Owner, Customer Care at Lyreco. “Our contact centers, located locally in the 25 countries in which we operate, play a key role. We wanted to go further by strengthening our knowledge of the customer and guaranteeing quality of service. Hence the need to share information for a 360-degree view of the customer journey to ensure a truly omnichannel, personalized and seamless approach.”
System-agnostic approach simplifies rollout
Rather than continuing to invest in an aging on-premises system, Lyreco chose an agile cloud-based approach. Following a tender, four solutions were shortlisted, with the Genesys Cloud solution platform coming out on top.
“Genesys scored highest where it mattered most — maturity, ease of deployment and scalability,” said Romain Dupont, Project Leader, Customer Care Department at Lyreco. “We piloted Genesys Cloud with 250 users in five countries over four months and were so impressed with the performance and user experience that we made it our new global standard.”
The all-in-one Genesys Cloud platform makes it simple for Lyreco to use inbound, outbound, workforce management, and communicate and collaborate features. Lyreco also benefits from the Genesys Cloud telephony server and Zendesk CRM system integration.
Until this point, each Lyreco subsidiary had chosen its own technology. “Genesys Cloud Edge allows us to deploy the solution very quickly, regardless of the local infrastructure in each subsidiary,” said Dupont. “So, we can retain PSTN telephone links, IP telephony and SIP gateways. And we get better disaster recovery as well.”