The technological solution of contact center assists L'Oreal in considerable cost reduction

Implementing solution Orange Business Services Smart IVR allowed to reduce expenses L’Oreal on control of a sales personnel by 10 times and to reduce time of obtaining information on sales in 20.

Objectives

In 2011 the Russian representative office of L'Oreal paid attention to a problem of quality control of work of the wide staff of consultants in outlets. The multi-layer system of management of consultants and existence of excess links in a chain of collecting of analytical information on the sold goods caused a feedback delay, complicating operational management of sales. Besides, even such hierarchical system did not guarantee exact observance of the working schedule from consultants. In search of an optimal solution the company compared a number of alternatives from which the most modern solution on the basis of IVR technology proposed by specialists of Orange was selected.

Solution

Possibilities of Smart IVR are fully demanded in the project of L'Oreal within which a system is applied to control of presence of consultants at sales points and also sales management (the accelerated obtaining the reporting on the implemented goods, informing consultants on plans sales per day).

As a result of implementation of Smart IVR the multi-stage circuit of the movement of information is replaced with voice transfer of the report during communication of the consultant with a robotic system. Information comes to the database directly from consultants and back. Use of Smart IVR allowed to reduce time for collecting of the complete information about the current sales through the whole country from 20 to 1 day. Also it was succeeded to refuse use of supervisors as functions of control of employees in workplaces were similarly assigned to Smart IVR.

"At the solution of the task facing us we were pleasantly surprised with laconicism of the offered Orange of the platform, and jointly created the solution meaning significant economy of the means and time spent for control of work of the big staff of consultants. When implementing the project we closely cooperated with technical specialists of the partner and as a result received well integrated solution which is completely developed under us. The achieved results inspire therefore we continue completion of the Smart IVR system also now, taking a maximum from the potential put in it" - Boris Kulakhmetov, the head of consultants of Lancôme of L'Oreal company emphasized.

"Project development for L’Oreal - a model example of setup of the whole complex of separate services under needs of the specific client. Considering simplicity and high efficiency of the solution, we expect increase in demand for a system from the large players needing optimization of interaction with wide staff of "field" employees in the near future. The horizon of use of a system is extremely wide" - Pavel Paplinski, the director of the department of strategy and marketing of Orange Business Services noted.