Customer stories

How Groupe Atlantic maximizes the efficiency of its customer service using Apizee

Find out how Europe's leading provider of thermal comfort uses video communication to boost customer satisfaction and reduce technician travel.

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Reduction in technician travel

Requests resolved on 1st call

Reduction in intervention time

Groupe Atlantic

European leader in thermal comfort, Groupe Atlantic offers a wide range of products for housing, the tertiary market and industry. Since its creation in 1968, the group has learned to master the best technologies and covers all thermal comfort needs all over the world. Thanks to its eco-efficient solutions, it brings well-being, health, and hygiene to its customers.

With 7 million customer calls per year in France, Groupe Atlantic aims for relational excellence. To achieve this, the experts guide customers individually, support, assist and train them in the installation and maintenance of their solutions.

Challenge

Reactivity is a fundamental principle to guarantee a quality customer service. The Groupe Atlantic is therefore committed to responding quickly to customer issues.

Although the group has 110 technicians working on customers' premises every day, travel naturally imposes a waiting time. It therefore wanted to implement a visual assistance solution to enable its customer service department to better meet customer expectations and prepare for interventions.

Apizee solution

The Groupe Atlantic has chosen the Apizee solution to offer a visual assistance service to its customers. During a customer call, if needed, the advisor uses visual assistance to better understand the issue or to better prepare the upcoming intervention.

With Apizee, the advisor creates and sends a SMS or email invitation in less than a minute while remaining on the phone with the customer. In one click, the customer starts the visual assistance and is guided by the advisor to solve the problem or carry out a remote diagnosis. Thanks to the 100% web-based solution, the customer does not need to download an application or create an account. At the end of the video session, the customer can take a satisfaction survey and provide feedback on the quality of the discussion with the advisor.

Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the reactivity, the follow-up of the project and the support of the teams for good success!

Stéphane Cailleau

National Technical Manager

The solution was quickly adopted by the group because it avoids unnecessary travel, improves the quality of intervention and service, and therefore increases customer satisfaction.

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