- A Scottish & Newcastle company
- N°1 brewer in France with nearly a 40% market share
Challenge
- Concentrate sales strategy to café owners
- Deploy a contact centre to manage efficiently orders, sales, promotional offers for 25 000 café owners
- Automate and improve follow-ups
Solution
- Build an application architecture with the SAP project team
- Project management : integration of CTI, follow-up with supervisors and users
- ERS, OCS, CTI, quality monitoring, fax monitoring
Benefits
- Customer loyalty reinforced
- Activity improved (calls out)
- Increased sales with a better management of calls
Partners
Cycos, Genesys, Nice, SAP
