Case Study: ManoMano improves customer relations and call routing with Diabolocom

A trusted long-term partnership for a Successful Customer Relation

ManoMano, the largest DIY and Home & Garden online marketplace in Europe, faced the challenge of scaling its customer relations to meet growing expectations. They sought a new telephony solution to proactively predict customer needs, handle difficult situations like late deliveries, and meet high service level KPIs. They reached out to the vendor Diabolocom for its cloud contact center service to address these specific requirements in upstream routing, call distribution, and outgoing call quality.

The solution implemented by Diabolocom was rolled out successfully on an international level, providing significant agility. ManoMano particularly noted the flexibility of the Diabolocom platform, which allowed them to quickly reroute calls during an internet outage with no impact on customers. The results of the partnership included achieving an 80% pickup rate in under a minute and a 90% customer satisfaction score, providing a strong foundation for future collaboration.

ManoMano

Marc Bussienne

Planning Ops Excellence Director