Decathlon Pro Improve Customer Experience Management

Decathlon Pro, the professional equipment and gear subsidiary of popular French brand Decathlon, has chosen Diabolocom for the management of its customer experience.

Remote Sales and Expert Advice

Decathlon is recognised for its high-quality products and its commitment to making sport accessible for everyone. As such, delivering expert product advice to customers is an imperative for the brand.

Since Decathlon Pro decided to offer its products and services exclusively online and through its catalogue, its relationship with customers now rests largely on the phone.

The company has around 50 remote sales agents based in Villeneuve-de-France who are responsible for Decathlon’s 300-store strong customer base.

Why Diabolocom?

Decathlon Pro’s call agents are organised by areas of expertise across the contact centre. With 300,000 minutes of incoming calls per year requiring a superior customer service, Decathlon Pro needed a robust and flexible solution for its customer experience.

The company ultimately chose Diabolocom for the functionality of the solution, its speed of implementation, usage billing model and ability to enhance customer interactions.

Tangible ROI in 4 Months

After only four months of use, Eric Lock, the General Manager of Decathlon Pro, saw significant return on investment (ROI) from his new telephony solution: both economically and in terms of quality of service.

Thanks to the innovative features of the Diabolocom solution, customers can quickly access advice on-demand. Advisors are instantly accessible online and the system will automatically redirect within a core team of experts that can offer the same department-specific and product knowledge.

In this way, the customer can always communicate with an agent who can provide expertise specifically related to the inquiry.

The Diabolocom team is always easily accessed for centre support and implementation changes to the main work tool when required.

Frédéric Durand, CEO and founder of Diabolocom, said, “We are delighted to be working with Decathlon Pro, who understand the value of excellent customer service.”

“The Diabolocom solution supports Decathlon Pro’s call agents in delivering that high-quality, seamless customer experience which gives customers access to assistance or advice at any time.”