Grands Moulins De Paris Deploys Genesys Contact Centre Cloud Solution with Sabio Group
Sabio Group, a global specialist in digital customer experience (CX) transformation, announced today that it is helping Grands Moulins De Paris strengthen CX and customer service through the deployment of a new contact centre solution.
Grands Moulins de Paris, a key player in the milling market in France and internationally, has worked with Sabio to deliver a Genesys Cloud solution as a robust and scalable CX platform to enhance customer service, particularly in its telesales operations.
The organisation needed to replace its call management tool, which was no longer maintained and had become obsolete. After evaluating different options, it chose the Genesys Cloud solution, an easy-to-use system that could cover current usage needs while being agile and scalable enough to meet any future requirements.
The deployment of Genesys Cloud was carried out in three phases, with Sabio entrusted for its ability to deploy the tool while integrating custom features to meet business needs.
Hervé Racine, Country Manager for Sabio in France, Italy, and Morocco, said,
“We were very familiar with Grands Moulins De Paris’ activities and are delighted to work with them to provide a robust, cloud-based Genesys contact centre solution that will evolve with their business,”
He added: “Our team’s experience allowed us to understand their needs and ensure successful migration of existing features. We are delighted with their progress having since launched their new contact centre solution.”
Grands Moulins de Paris is a century-old miller leader in the French market. The company produces flour for artisanal bakeries, the food industry, and retail distribution, both in France and internationally. To support its customers daily, it has eight regionally distributed mills, a mobile sales force, a telesales service with two platforms located in Annezin and Entraigues, and finally a customer service and support function based in Ivry-sur-Seine.
The Genesys Cloud solution managed by Sabio covers inbound and outbound calls as well as emails and has also incorporated all previously configured custom workflows from their previous tool. This required significant integration and customisation work from Sabio specialists to adapt Genesys Cloud to Grands Moulins De Paris’ specific needs.
This work was carried out in collaboration with their IT and business teams, and the solution has since been deployed to 70 agents. Sabio managed the entire implementation process and will now provide ongoing managed services.
“The Genesys Cloud solution deployed by Sabio effectively manages our bakers’ order taking while considering the specifics of our operations in the settings, such as respecting our time slots, for example,” said Cathia Leclercq, Director of Telesales at Grands Moulins De Paris. “We also have very detailed indicators (KPIs) that allow us to effectively manage our activities,” adds Cécile Collonge, Head of Customer Service France.
This new partnership strengthens Sabio’s presence in the French market and demonstrates the company’s ability to provide customised solutions based on cutting-edge contact centre technology.
Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
