{"id":45628,"date":"2021-06-05T15:29:00","date_gmt":"2021-06-05T20:29:00","guid":{"rendered":"https:\/\/www.project44.com\/customer-stories\/boll-branch-a-booste-son-chiffre-daffaires-dans-lexperience-post-achat-et-ameliore-ses-scores-csat-en-haute-saison\/"},"modified":"2024-09-09T11:35:38","modified_gmt":"2024-09-09T16:35:38","slug":"boll-branch-a-booste-son-chiffre-daffaires-dans-lexperience-post-achat-et-ameliore-ses-scores-csat-en-haute-saison","status":"publish","type":"customer-story","link":"https:\/\/www.project44.com\/fr\/customer-stories\/boll-branch-a-booste-son-chiffre-daffaires-dans-lexperience-post-achat-et-ameliore-ses-scores-csat-en-haute-saison\/","title":{"rendered":"Boll & Branch a boost\u00e9 son chiffre d\u2019affaires dans l\u2019exp\u00e9rience post-achat et am\u00e9lior\u00e9 ses scores CSAT en haute saison"},"content":{"rendered":"\n
\n

Fond\u00e9e en 2014 \u00e0 Summit, dans le New Jersey, Boll & Branch<\/a> est fi\u00e8re de proposer des produits de luxe pour la literie, le bain et la maison, ainsi qu’une gamme de matelas haut de gamme, tous sourc\u00e9s de mani\u00e8re \u00e9thique et durable. Cette start-up de vente directe au consommateur en forte croissance et financ\u00e9e par capital-risque s’engage \u00e0 offrir un service client sup\u00e9rieur \u00e0 chaque \u00e9tape du parcours d’achat.<\/h2>\n<\/div>\n\n
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Difficult\u00e9<\/h3>\n\n\n\n
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Engag\u00e9e envers ses clients, Boll & Branch voulait mettre fin aux probl\u00e8mes de livraison intempestifs. L’\u00e9quipe logistique recourait \u00e0 un syst\u00e8me de gestion des transports (TMS) pour v\u00e9rifier que ses exp\u00e9ditions arrivaient \u00e0 temps chez les clients, mais passait des heures \u00e0 manipuler les rapports du TMS pour essayer de reconstituer de grandes quantit\u00e9s de donn\u00e9es et d\u2019identifier des tendances.<\/p>\n\n\n\n

Malgr\u00e9 cela, les clients continuaient \u00e0 appeler en signalant que leurs colis n’avaient pas \u00e9t\u00e9 livr\u00e9s ou \u00e9taient endommag\u00e9s, ce qui augmentait les files d’attente du service client et les exceptions co\u00fbteuses de retour \u00e0 l’exp\u00e9diteur. Boll & Branch souhaitait assurer le succ\u00e8s de ses agents, clients et produits. De plus, en tant que marque en pleine croissance, l’\u00e9quipe s’inqui\u00e9tait de la saison de pointe\u00a0: elle avait besoin d’un moyen d’int\u00e9grer son flux de commandes avec ses donn\u00e9es de livraison, et de r\u00e9soudre les probl\u00e8mes de livraison en temps r\u00e9el et \u00e0 grande \u00e9chelle.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Solution<\/h3>\n\n\n\n

En f\u00e9vrier 2019, Boll & Branch a lanc\u00e9 les solutions project44 et Recover, int\u00e9grant ses flux de commandes Shopify et ses donn\u00e9es transporteurs. Imm\u00e9diatement, les \u00e9quipes logistique et service client ont r\u00e9alis\u00e9 que la plateforme pouvait leur faire gagner du temps en rassemblant des donn\u00e9es disparates au m\u00eame endroit, tout en r\u00e9duisant ses appels WISMO (Where Is My Order). Les deux \u00e9quipes ont surveill\u00e9 chaque statut de commande, configur\u00e9 des workflows et des vues enregistr\u00e9es autour des exp\u00e9ditions sans mouvement de transporteur, susceptibles d’\u00eatre retard\u00e9es, afin de r\u00e9soudre les probl\u00e8mes avec leurs transporteurs directement sur la plateforme. Cette initiative a permis de r\u00e9duire de 66\u00a0% le d\u00e9lai de r\u00e9solution pour les clients.<\/p>\n\n\n\n

<\/div>\n<\/div>\n<\/div>\n\n\n\n

Les \u00e9quipes Logistique et Service Client se sont \u00e9galement appuy\u00e9es sur project44 pour entrer en contact avec les clients \u00e0 grande \u00e9chelle. La marque a mis en place de nouvelles pages de suivi et des alertes personnalisables pour informer les clients de l’arriv\u00e9e des commandes, r\u00e9duisant ainsi les appels WISMO de 30,8\u00a0% au total, et les tickets du support de 17,4\u00a0% pendant la saison de pointe.<\/p>\n\n\n\n

Boll & Branch a \u00e9galement g\u00e9n\u00e9r\u00e9 des revenus suppl\u00e9mentaires gr\u00e2ce \u00e0 sa page de suivi, avec un taux de conversion de 3,31\u00a0% du clic \u00e0 la nouvelle commande. La marque envisage \u00e9galement de recourir \u00e0 project44 pour d\u00e9tecter les goulets d’\u00e9tranglement affectant plusieurs exp\u00e9ditions et optimiser davantage son r\u00e9seau de livraison du dernier kilom\u00e8tre.<\/p>\n<\/div>\n\n

<\/span>
<\/div>
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R\u00e9sultats<\/h2>\n\n\n\n

Am\u00e9lioration de la satisfaction et de la fid\u00e9lit\u00e9 des clients<\/h3>\n\n\n\n
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3.31%<\/h2>\n\n\n\n

Taux de conversion de la page de suivi \u00e0 la nouvelle commande<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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2.24%<\/h2>\n\n\n\n

Augmentation de CSAT pendant la haute saison<\/p>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n<\/div>\n<\/div>\n\n\n\n

Efficacit\u00e9 op\u00e9rationnelle et r\u00e9duction des co\u00fbts<\/h3>\n\n\n\n
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66%<\/h2>\n\n\n\n

r\u00e9duction du d\u00e9lai de r\u00e9solution<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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30.8%<\/h2>\n\n\n\n

r\u00e9duction des appels WISMO relatif au suivi des commandes<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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17.4%<\/h2>\n\n\n\n

r\u00e9duction de nombre de tickets du support<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n

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La plateforme project44 est vraiment facile \u00e0 utiliser. Elle simplifie le tri des exceptions. Elle nous donne une visibilit\u00e9 tr\u00e8s claire sur le statut de nos colis. Nous avons h\u00e2te d\u2019utiliser l\u2019automatisation int\u00e9gr\u00e9e pour comprendre les effets de l’augmentation des volumes en p\u00e9riode de pointe.<\/h3>\nAnthony Curreri<\/strong>
Responsable s\u00e9nior de la logistique op\u00e9rationnelle chez Boll & Branch<\/cite><\/blockquote>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Fond\u00e9e en 2014 \u00e0 Summit, dans le New Jersey, Boll & Branch est fi\u00e8re de proposer des produits de luxe pour la literie, le bain et la maison, ainsi qu’une…<\/p>\n","protected":false},"author":1,"featured_media":31389,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"customer-story-category":[570],"industry-story-category":[577],"class_list":["post-45628","customer-story","type-customer-story","status-publish","has-post-thumbnail","hentry","customer-story-category-etude-de-cas","industry-story-category-vente-au-detail"],"acf":[],"yoast_head":"\n\u00c9tude de cas\u00a0: Boll & Branch booste son chiffre d\u2019affaires dans l'exp\u00e9rience post-achat<\/title>\n<meta name=\"description\" content=\"La plateforme project44 est vraiment facile \u00e0 utiliser. 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