{"id":2066,"date":"2025-08-24T19:16:19","date_gmt":"2025-08-24T17:16:19","guid":{"rendered":"https:\/\/antheusadvisors.com\/project\/design-and-deployment-of-a-service-policy-for-a-specialist-retailer\/"},"modified":"2025-07-18T07:39:23","modified_gmt":"2025-07-18T05:39:23","slug":"design-and-deployment-of-a-service-policy-for-a-specialist-retailer","status":"publish","type":"project","link":"https:\/\/antheusadvisors.com\/en\/project\/design-and-deployment-of-a-service-policy-for-a-specialist-retailer\/","title":{"rendered":"Design and deployment of a service policy for a specialist retailer*"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;Features&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;74c69059-8e69-4122-b1e6-dfeabf6c5711&#8243; background_color_gradient_stops=&#8221;rgba(255,255,255,0) 0%|#00205b 100%&#8221; background_color_gradient_overlays_image=&#8221;on&#8221; background_color_gradient_start=&#8221;rgba(0,0,0,0.5)&#8221; 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_builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;0504de1e-f5ff-4281-ba60-cbbe4edf98bc&#8221; text_font=&#8221;Poppins|Poppins_weight|||||||&#8221; text_text_color=&#8221;#FFFFFF&#8221; text_font_size=&#8221;18px&#8221; text_line_height=&#8221;1.75em&#8221; link_font=&#8221;||||on||||&#8221; link_text_color=&#8221;#FFFFFF&#8221; quote_font=&#8221;Poppins|Poppins_weight|||||||&#8221; quote_text_color=&#8221;#FFFFFF&#8221; header_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_text_color=&#8221;#FFFFFF&#8221; header_font_size=&#8221;72px&#8221; header_line_height=&#8221;1.15em&#8221; header_2_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_2_text_color=&#8221;#FFFFFF&#8221; header_2_font_size=&#8221;50px&#8221; header_2_line_height=&#8221;1.2em&#8221; header_3_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_3_text_color=&#8221;#FFFFFF&#8221; header_3_font_size=&#8221;32px&#8221; header_3_line_height=&#8221;1.3em&#8221; header_4_font=&#8221;Poppins|Poppins_weight|||||||&#8221; 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header_4_font_size_tablet=&#8221;18px&#8221; header_4_font_size_phone=&#8221;15px&#8221; header_4_font_size_last_edited=&#8221;on|tablet&#8221; header_5_font_size_tablet=&#8221;15px&#8221; header_5_font_size_phone=&#8221;14px&#8221; header_5_font_size_last_edited=&#8221;on|desktop&#8221; header_6_font_size_tablet=&#8221;13px&#8221; header_6_font_size_phone=&#8221;13px&#8221; header_6_font_size_last_edited=&#8221;on|desktop&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Support for a leading specialist retailer (furniture and BBG) in implementing its service and after-sales policy<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row make_equal=&#8221;on&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;5138c454-be54-4233-bd3b-f8e6a8747976&#8243; background_color=&#8221;#FFFFFF&#8221; min_height=&#8221;78px&#8221; custom_margin=&#8221;3%|auto||auto|false|false&#8221; custom_padding=&#8221;0px||0px||true|false&#8221; border_radii=&#8221;off||6px||&#8221; border_radii_tablet=&#8221;off||6px||&#8221; border_radii_phone=&#8221;off||6px||&#8221; border_radii_last_edited=&#8221;on|desktop&#8221; box_shadow_style=&#8221;preset4&#8243; box_shadow_horizontal=&#8221;-31vw&#8221; box_shadow_vertical=&#8221;0px&#8221; box_shadow_color=&#8221;#FFFFFF&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;73121f80-a3ef-4484-8763-c3f18e3c56d2&#8243; custom_padding=&#8221;30px||||false|false&#8221; custom_padding_tablet=&#8221;40px|20px|40px||true|false&#8221; custom_padding_phone=&#8221;30px||30px||true|true&#8221; custom_padding_last_edited=&#8221;off|desktop&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb title=&#8221;Mission&#8221; icon_placement=&#8221;left&#8221; image_icon_width=&#8221;24px&#8221; content_max_width=&#8221;100%&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;1ea53d41-9439-472c-8d8b-7bddb3bf9444&#8243; header_level=&#8221;h2&#8243; header_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_text_align=&#8221;center&#8221; header_text_color=&#8221;gcid-heading-color&#8221; header_font_size=&#8221;20px&#8221; header_line_height=&#8221;1.2em&#8221; body_font=&#8221;Poppins|Poppins_weight|||||||&#8221; body_text_color=&#8221;gcid-body-color&#8221; body_line_height=&#8221;1.75em&#8221; body_link_text_color=&#8221;gcid-primary-color&#8221; animation=&#8221;off&#8221; header_font_size_tablet=&#8221;13px&#8221; header_font_size_phone=&#8221;13px&#8221; header_font_size_last_edited=&#8221;off|desktop&#8221; body_font_size_tablet=&#8221;15px&#8221; body_font_size_phone=&#8221;14px&#8221; body_font_size_last_edited=&#8221;off|desktop&#8221; border_radii_image=&#8221;on|6px|6px|6px|6px&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_blurb][\/et_pb_column][\/et_pb_row][et_pb_row module_class=&#8221;colonnes-egales&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#FFFFFF&#8221; min_height=&#8221;398.2px&#8221; custom_margin=&#8221;0%||||false|false&#8221; custom_padding=&#8221;0px||0px||true|false&#8221; border_radii=&#8221;off||||&#8221; border_radii_tablet=&#8221;off||6px||&#8221; border_radii_phone=&#8221;off||6px||&#8221; border_radii_last_edited=&#8221;on|desktop&#8221; box_shadow_style=&#8221;preset4&#8243; box_shadow_horizontal=&#8221;-31vw&#8221; box_shadow_vertical=&#8221;0px&#8221; box_shadow_color=&#8221;#FFFFFF&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;|5px||5px|false|false&#8221; border_radii=&#8221;off||5px|5px|&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>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 <i>low-cost<\/i> image and reinforcing its local image.<\/li>\n<li>The aim is to assess the relevance, positioning and deployment conditions of a service policy by universe at web and store level.<\/li>\n<li>In particular, this service policy aims to improve the customer experience, develop profitable business volume and win back PDM from competitors.<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_blurb title=&#8221;Approach&#8221; icon_placement=&#8221;left&#8221; image_icon_width=&#8221;24px&#8221; content_max_width=&#8221;100%&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;1ea53d41-9439-472c-8d8b-7bddb3bf9444&#8243; header_level=&#8221;h2&#8243; header_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_text_align=&#8221;center&#8221; header_text_color=&#8221;#A89868&#8243; header_font_size=&#8221;20px&#8221; header_line_height=&#8221;1.2em&#8221; body_font=&#8221;Poppins|Poppins_weight|||||||&#8221; body_text_color=&#8221;gcid-body-color&#8221; body_line_height=&#8221;1.75em&#8221; body_link_text_color=&#8221;gcid-primary-color&#8221; animation=&#8221;off&#8221; border_radii_image=&#8221;on|6px|6px|6px|6px&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_blurb][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;|5px||5px|false|false&#8221; border_radii=&#8221;off||5px|5px|&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>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, <i>Business Cases<\/i>.<\/li>\n<li>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.<\/li>\n<li>Transformation plan for the company&#8217;s operating model as part of the development of a &#8220;new services&#8221; 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).<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_blurb title=&#8221;Results&#8221; icon_placement=&#8221;left&#8221; image_icon_width=&#8221;24px&#8221; content_max_width=&#8221;100%&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;1ea53d41-9439-472c-8d8b-7bddb3bf9444&#8243; header_level=&#8221;h2&#8243; header_font=&#8221;Poppins|Poppins_weight|||||||&#8221; header_text_align=&#8221;center&#8221; header_text_color=&#8221;#6F8DB9&#8243; header_font_size=&#8221;20px&#8221; header_line_height=&#8221;1.2em&#8221; body_font=&#8221;Poppins|Poppins_weight|||||||&#8221; body_text_color=&#8221;gcid-body-color&#8221; body_line_height=&#8221;1.75em&#8221; body_link_text_color=&#8221;gcid-primary-color&#8221; animation=&#8221;off&#8221; border_radii_image=&#8221;on|6px|6px|6px|6px&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_blurb][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;|5px||5px|false|false&#8221; border_radii=&#8221;off||5px|5px|&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>Deployment of service universes in the company&#8217;s stores.<\/li>\n<li>Launch of new offers for new guarantees, time-dependent deliveries (morning, evening, weekend), vehicle rental (take-away)&#8230;<\/li>\n<li>Deployment of new pick-and-carry formats in depots (store annexes).<\/li>\n<li>Creation of a customer relations center to complement the stores (overflow).<\/li>\n<li>Trends in after-sales operations at national level.<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; text_font=&#8221;|300|||||||&#8221; text_font_size=&#8221;10px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><em>* this project was led by one of our Partners before joining Antheus<\/em><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; 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