• Against a backdrop of fierce competition in all its product segments (home furnishings, home decoration, household appliances and IT), this leading specialist retailer aims to realign itself with the major names in the French market, erasing its low-cost image and reinforcing its local image.
• The aim is to assess the relevance, positioning and deployment conditions of a service policy by universe at web and store level.
• In particular, this service policy aims to improve the customer experience, develop profitable business volume and win back PDM from competitors.

• Definition of service policy (upstream and downstream of the sales cycle) in a B2C environment: Kano model, benchmarking of competitors, analysis of customer needs/expectations, evaluation of operational performance, definition of a charter of commitments, Business Cases.
• Support in the implementation of services: telephone reception, Internet services, development of self-service, deliveries, in-store pick-up, in-store organization, roll-out plan.
• Transformation plan for the company’s operating model as part of the development of a “new services” oriented model: impact and feasibility analysis on operations (network, logistics and depots, head office), qualification of implementation scenarios (impact on information systems, change management, communication, operations).

• Deployment of service universes in the company’s stores.
• Launch of new offers for new guarantees, time-dependent deliveries (morning, evening, weekend), vehicle rental (take-away)…
• Deployment of new pick-and-carry formats in depots (store annexes).
• Creation of a customer relations center to complement the stores (overflow).
• Trends in after-sales operations at national level.

* this project was led by one of our Partners before joining Antheus