Carrefour

Carrefour’s Consumer Quality Service is responsible for ensuring product quality and monitoring health safety in the event of complaints. This role requires constant vigilance throughout the entire product journey, with the ability to act quickly (product recalls, customer alerts, etc.).

In this demanding context, the team needed a CRM that is agile, scalable, compliant with regulatory requirements (including GDPR), and customizable to meet very specific needs.

Carrefour’s objectives were:

• Have a responsive, flexible, and easy-to-use CRM tool
• Centralize and secure the management of customer interactions
• Ensure GDPR compliance
• Provide effective management of complaint cases
• Improve customer satisfaction and service responsiveness

• Significant reduction in complaint handling times: from several days to a few hours
• Improved customer satisfaction
• Multichannel CRM, adapted to different points of contact
• Tailored business customization according to service needs
• Detailed dashboards and timelines, facilitating operational management
• Intuitive tool, accessible even through remote training (including teams based in Madagascar)
• Enhanced autonomy of business teams in daily CRM use

• A smooth and human relationship, with strong attention to business needs
• A project approach oriented toward business, while considering IT and budget constraints
• A responsive and reliable team, capable of adapting quickly to unforeseen events
• An evolving solution that continues to support Carrefour in a competitive environment