How to engage your staff to boost your customer satisfaction with Cegid?

Our belgium client is continuing updating its offer and modernise its brand. It develops women’s ready-to-wear collections, a couture line and accessories, remaining true to its values while evolving over time. “We have evolved a great deal to make the brand and our collections more dynamic, more accessible, and to target a younger customer base. We are positioned on a unique segment between high-end and premium. Our strength is in the garment, colours and cuts, and our high-quality dresses,” says the Sales & Retail Manager. 

New store openings 

At the head of a network of stores, the Sales & Retail Manager is in charge of sales teams and scheduling. She also manages stocks, purchasing and store displays and inaugurates new points of sale. The company currently has eight, and will soon have nine store locations with the imminent opening of a store in Madrid, as well as a hundred-some multi-brand retailers around the world, in Japan, the US, Western and Northern Europe and a sales website launched in 2020. In France, the brand has a store in Paris on rue des Saint-Pères in the 6th arrondissement, as well as a corner at Le Bon Marché.

Retail monitoring and sourcing by Cegid

To manage the development of its network of stores in France and abroad and to effectively steer its offer, our client has decided to use Cegid solutions, including Cegid Retail Y2 in SaaS for retail and Cegid Orli for its sourcing and manufacturing. A decision that makes even more sense now that the brand is being marketed internationally.

In-store mobile solutions for an irreproachable level of service 

Our client has also decided to equip its sales staff with mobile solutions in order to offer its customers an irreproachable level of service and take full advantage of each sales opportunity, particularly in its large stores with high traffic. Expectations are high for the brand that aims deliver an exceptional shopping experience. 

“The challenge is now to adopt mobile solutions. You might say we’re victims of our success! We have a lot of traffic in the largest stores and there is only one checkout screen, which makes it somewhat harder for teams to support our customers in their purchasing journey and ensure their satisfaction,”explains the Sales & Retail Manager in charge of sales teams and scheduling. 

Viewing stock in real time with Cegid Retail Inventory Tracking

The need to have a consolidated view of stocks in real time is also considered a priority. “We now need to monitor our stocks more frequently, since our in-store stocks also supply the sales website. It’s also important to be able to view these stocks in real time with the customer, so we don’t leave them alone and unsatisfied in a dressing room at the back of the store,” adds the Sales & Retail Manager in charge of sales teams and scheduling. The decision was made to adopt Cegid Retail Inventory Tracking solution. 

“I discovered it at the Cegid event in Monaco. It perfectly meets our needs for real-time stock visualisation and customer support.” The solution should be implemented at the end of the year.

Committed teams around the world

The brand also focuses on operational excellence thanks to committed teams around the world. It aims to streamline their in-store work, allowing them to receive merchandise by scanning items rather than performing the operation manually. “It saves time, minimises the risk of errors and boosts efficiency. Our younger staff expects modern solutions and is eager to use them as soon as they are available. We will also take the time to train all our teams, who are very loyal to us.”

Performance monitoring and 360° view

Our client has also decided to improve performance monitoring thanks to Cegid Retail. The objective is to access retail indicators and reports.

Prioritising customer and employee satisfaction 

Through this digitisation strategy, Natan is progressing step by step with Cegid’s support. “We are still using manual processes. We are fortunate to be a profitable company and our investments are now focused on our priorities,” says Lara Vanderstraeten. Customer and employee engagement and satisfaction are placed at the top of the list. Thanks to Cegid Retail solutions and a better equipped sales staff, these two priorities are now being thoroughly addressed. Our client can thus offer its customers a seamless and consistent omni-channel experience anywhere in the world.

How can we help you?

With Cegid, we can help you deliver hassle-free and seamless shopping experience and capture every sales opportunity. Our Cegid solutions are designed to jumpstart the world's fastest-growing brands and ensure success in the ever-evolving world of retail. Whether you are looking to meet customer expectations or accelerate sales performance, VISEO can help you set up your integrated omnichannel shopping journeys with cohesive and seamless experiences. Partner with us to stay lead your business into the era of unified commerce.