At Willemse-France, the distance-selling specialist in horticultural products, which delivers no less than three million plants a year, loyalty is a value that takes on its full meaning. Catherine Denayre has been through it all: catalog sales to start with, customer contact by Minitel, then fax, then Internet. And always, the telephone.
Why did you call on Vivetic?
Management's instructions were clear: the new service provider had to be located offshore.
but not in Morocco or Tunisia. We'd seen a lot of companies outsource their customer relations there, and many come back disappointed with the quality. The new service provider therefore had to be located in Madagascar. Our business is highly seasonal, with marked peaks in spring and autumn. We go from 50 calls and 50 e-mails a day, to nearly 2,000 and 500! Our previous partner found it very difficult to cope with the need for additional staff, almost overnight. It's true that it doesn't make much sense to spend two or three weeks training an operator who won't be working for more than a month once he's up and running.
I contacted a first service provider, but he wasn't serious: he needed a month to train each resource, at a rate of one hour's training a day, which scared me. A well-informed contact of the General Manager then offered to evaluate Vivetic, and we immediately got on well with the team.
They have a long-term team, which I appreciate, as does their responsiveness.
and our teamwork.
How did you set up this partnership?
Initially, we tested them on contact management by e-mail only. I wanted to appreciate their responsiveness, their way of doing things. Everything was set up in eight days, something I'd never seen before. I was immediately very happy with their services. Three weeks later, we started entrusting them with the call reception. I spent five days there, and was frankly delighted. I met smiling peopleI wanted to give them something, but they're the ones who actually give me something in return! I wanted to give them something, but they actually give me something in return!
