FNAC Extends Current Multi Channel Knowledge Application Across Retail Network
After One Year, FNAC, One of Europe’s Largest Retailers, Continues to Improve Agent Efficiency by Successfully Deploying InStranet to 450 After Sales Service Representatives in 73 Retail Stores
CHICAGO – October 31, 2007 – InStranet, Inc., a global provider of multi-channel knowledge applications, today announced the successful deployment of their award winning Contact Centers In-Line™ (CCIL) application to approximately 450 after sales representatives in 73 FNAC retail stores. One year after an initial successful deployment in the FNAC customer support contact centers, growth in sales, and heightened complexity in technical products sold at FNAC, lead the company to look for new ways to improve in store efficiency.
FNAC began looking to provide in store representatives with a tool to help them handle the products returned by customers. Information about after sales service requests was stored in a company intranet, and proved hard to navigate and tedious to update. It was therefore hard to get all information in one click, leading to an increase in wrongly handled requests.
“In order to exceed our customers’ expectations, while managing increasing customer traffic in our store, we needed to ensure each of our after sales representatives could quickly provide customers with consistent and comprehensive information about our products and services. We already had a good experience with InStranet’s Contact Centers In-Line application in our customer support contact centers, so it was natural to select it to help us exceed our growing customer demands and set a new standard in customer experience,” said Laurence Lavens-Guyot, Store After-Sales Service Director, “By leveraging the same application in stores and contact centers, we improve consistency, reduce efforts to manage knowledge and improve overall efficiency and quality of service.”
With InStranet’s patented content retrieval technologies, packaged with leading customer service business processes, FNAC has been able to ensure each representative handling a service request is pushed, proactively, appropriate product information, so they can provide the right response to any customer issue. InStranet’s CCIL has enabled FNAC to organize its content and knowledge into context-sensitive, customer-specific categories, thereby anticipating all potential customer issues for representatives, and automatically placing needed information at their fingertips.
“We chose InStranet because of their personalization of information for our in store representatives and proven deployment methodologies,” said Laurence Lavens-Guyot. “The personalized briefing page ensures our after sales service team is updated on all keys news and information pieces. And CCIL allows for continuous improvement of knowledge quality and user skills.”
“FNAC is a forward-thinking business leader” said Alex Dayon, CEO of InStranet. “Their selection of our solution is another milestone for us in the retail industry. We look forward to a strong relationship with FNAC."
About InStranet
InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, manage and deploy critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement.
InStranet is working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.
About FNAC
A subsidiary of the PPR group and leading brand in the distribution of cultural and technical products in France, today, Fnac has 122 self-managed stores: 73 in France and 49 stores abroad (Belgium, Brazil, Spain, Italy, Portugal, Switzerland and Greece) as well as a website, www.fnac.com (with an average of 600,000 visitors each day). Its subsidiary Fnac Eveil&jeux offers a selection of products designed for children across a network of 40 stores and through home shopping with catalogues and on the internet. Its subsidiary Surcouf offers the most comprehensive range possible in the computing domain. Fnac has 15,740 collaborators (average workforce) and achieved a turnover of 4,538 million euros in 2006.
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