The issues / the stakes

In 2005, during the Damart group’s IS (Information System) reorganization, the Customer Relationship Management and the Information Systems Management decided to implement an e-CRM solution to efficiently answer the increasing numbers of email requests.

Inbound emails represent more than four hundred requests per day such as information on items, locations of stores, order follow-ups, dates of availability, and so on.

For the Damart group, the stakes were double. First, ensuring an optimum Quality of Service in the incoming emails management, and secondly, following up while guaranteeing a potential activity load increase without degrading the agent’s performance.

In this context, after having launched a national call for tender, the Damart group chose Akio Mail Center for its technical specificities and its capacity to support a very fine customization, perfectly adapted to its business needs.

The deployment

Deployed in record time by Akio teams, the solution is used daily by approximately twenty users, operators as well as supervisors.

Akio Mail Center was quickly accepted by all the users thanks to its intuitive approach (convivial Web interface) and its aptitude to simplify the operators’ answers processes (template management).

Akio’s choice was also justified by the platform modularity and in particular for its mail management module which Damart wished to integrate in a medium term.

In addition to this future deployment, the Damart group will benefit from the possibilities offered by the solution’s Artificial Intelligence engine which will enable the company to ensure an automatic routing of the incoming emails to specialized operators.

 “The pragmatism of Akio team is a fundamental and comforting point. Their accompaniment on the whole project enabled us to respect the deadlines that we had fixed to ourselves and to obtain a business solution specifically dedicated to our activity”, noted Gabriel Swaels, of remote sales.

Le benefits

The solution enabled Damart to immediately witness significant productivity gain estimated at more than 12 % in particular due to the typical answers module via the Artificial Intelligence engine.

Concerned with better analysis of its customers’ needs and queries, the advanced statistics module also played a decisive part in Damart’s choice.  Since the deployment of the solution, Damart benefits from synthetic dashboards displaying essential indicators indispensable for an efficient customer relationship management.

Throughout the implementation, a transfer of competences to Damart technical teams was undertaken to enable them to customize Akio according to their future needs.

 “Emails today represent a privileged communication mean between Damart and its customers and show a regular growth at about 50% per year. This strategic project success resulted from Damart’s strong involvement within Akio’s technical and functional teams.” Gabriel Swaels underlined.