Back in 2009, Yves Rocher wanted to gain flexibility and to refocus on its core business. It decided to entrust its two contact centers in Brittany and Lorraine to Comdata, as part of a “carve-out” operation. Nearly 200 employees in charge of all Yves Rocher’s customer relations activities joined the Comdata Group.
The challenge given to Comdata was this: to integrate the teams, keep them loyal to the brand, and modernize their existing tools. In 2013, the partnership was extended to Belgium and the Netherlands (60 employees) and then in 2017 to Germany, Switzerland and Austria (50 employees).
Implementing this strategy in 6 markets has enabled Comdata to deploy best practices and technologies to 300 employees at 7 sites, to optimize processes, and to standardize training.
In addition to providing operational know-how, Comdata advises the brand on how to continuously improve the customer experience.
Developing multi-channel and digital customer relationships
Since 2009, e-commerce has become more important to Yves Rocher than mail order activities. However, there is no question of leaving the traditional clientele behind!
Comdata has kept the telephone channel for senior customers in particular, who remain attached to advice and telesales, while developing new channels such as chat, messaging, e-mail and social networks.
Over the years, Comdata has been able to meet Yves Rocher’s requirements both in terms of the quality delivered and the perceived quality. “Delivering a high quality service was made possible by keeping the historical teams who have an impeccable knowledge of the products and the brand”, notes Marc Labarre, VP Global Accounts at Comdata.
The partnership with Yves Rocher is not the only operation of its kind carried out by Comdata. The Group has carried out about 15 similar operations, including one most recently with Fnac.