A European retail and fashion group chose Armatis to redesign the customer experience for its premium brands operating across several European markets. The starting point was delicate, with very low customer satisfaction levels threatening the group’s brand image.
The collaboration began with a single brand. Thanks to rapid and tangible improvements, the partnership naturally expanded to include other brands in the portfolio.
Multi-brand complexity: preserving each brand’s unique DNA while harmonizing the service model
Intercultural requirements: addressing the specific expectations of consumers from seven different markets
Technical transformation: migrating several CRM tools without disrupting the customer relationship
Premium standards: meeting the high expectations typical of a luxury-oriented clientele
Enhance customer satisfaction while emphasizing the identity of each brand
Optimize multilingual management across seven languages with strict KPI monitoring
Modernize the infrastructure by migrating three distinct systems into a unified Salesforce environment
Develop cross- and up-selling by leveraging chat as a conversion-driven channel
Real-life scenarios to strengthen empathy and sensitive case management.
Integration of market-specific social and commercial codes across Europe.
Personalized support ensuring sustainable team progress.
Detecting hidden pain points through proprietary customer studies.
Implementing concrete initiatives to streamline processes and improve advisor support.
Launch with one of the group’s brands.
Rapid extension to other brands thanks to proven results.
360° multilingual customer relationship management (phone, emails, chat, product information, orders, returns)
Our services are tailored to luxury and premium codes while respecting each brand’s unique identity, safeguarding their differentiated positioning.
With native-level expertise in seven languages and an in-depth understanding of each local market, we ensure an authentic customer relationship.
From complex system migrations to Salesforce integration and tool modernization, all achieved without impact on continuity of service.
Firm KPI commitments, measurable improvements within months, and proven long-term ROI.
Discover how our tailored and innovative model can optimize your customer strategy.
