Case Study: Groupe Atlantic reduces intervention times with Apizee Diag

How Groupe Atlantic maximizes the efficiency of its customer service using Apizee

Groupe Atlantic, a European leader in thermal comfort, faced challenges with customer service reactivity and reducing unnecessary travel for its technicians. To process requests more quickly and improve intervention preparedness, the company turned to vendor Apizee to implement its Diag Help Desk visual assistance solution.

Apizee's web-based solution allowed Groupe Atlantic's advisors to initiate remote video sessions with customers via a simple SMS or email link, enabling them to diagnose issues visually without an app download. This resulted in a 40% reduction in technician travel and resolved 25% of assistance requests on the first call. The solution from Apizee also led to a 10% reduction in intervention time and significantly improved overall customer satisfaction.

Groupe Atlantic

Stéphane Cailleau

National Technical Manager