Fenplast marketing case study and results
An automated satisfaction survey for continuous improvement of customer service
The French retail giant reconciles the national and local vision using Dialog Insight and its distributed marketing feature.
For 70 years, E. Leclerc has pursued an objective: to democratize consumption and provide as many people as possible with access to all products and services. Accessibility is first and foremost a question of price. Prices that must remain the cheapest, whatever the product.
For E. Leclerc, accessibility is also a question of proximity and information. And to offer new markets such as parapharmacy, jewelry, and culture, the brand had to fight battles, fight against obsolete laws, break monopolies and develop new know-how*.
Scope
Large company
Field of activity
Large-scale retailing
Scope of solution
France
Project
Distributed marketing – More than 650 stores
Contextualization
A growing company
E. Leclerc dominates the French market. With its growing number of stores around the world, it is becoming increasingly necessary to leverage the customer knowledge of each store to send more local and targeted communications.
Our mandate
The E. Leclerc brand is confronted with several issues
– Increase in the number of communication channels and touchpoints for their customers
– Standardization, centralization, quality and data control
– Managing commercial pressure
– Compliance with the DGPR
– Convince and engage local stakeholders, i.e. stores and their owners
– Maintain a high degree of autonomy at the local level
The main objectives
The aim is to offer local and national actors a powerful and easy-to-use tool while maintaining an overview of the customer journey and its data, but also to centralize opt-ins to meet the legal obligations linked to the DGPR.
Which allows you to do several things, including:
Develop customization levels for users
Among the projects carried out, which are able to adapt to users, there are:
The solution provided by Dialog Insight allowed us to centralize the view and management of our marketing campaigns on SMS and email channels while consolidating our customer knowledge in the same environment. We thus have an evolving tool that allows us to use diversified functionalities and to personalize our communications, both nationally and locally, while adjusting our commercial pressure. Finally, Dialog Insight’s teams are available, reactive and provide us with quality support.
Customer Relationship TeamLeclerc
This tailor-made solution has produced significant benefits at both the local and national levels
Higher than the industry
Simultaneous users
Adopt a solution adapted to your needs too
Do as Leclerc did, take advantage of the potential of your data and the skills of your entire team!