Case Study: Darty improves reachability and reduces processing costs with DialOnce

How Darty improved its reachability while reducing treatment costs

Fnac Darty partnered with DialOnce to tackle the challenge of handling a high volume of customer calls while improving reachability and reducing processing costs. The retailer wanted to push more customers toward self-care and digital channels such as chat and messaging, while still maintaining 24/7 access and prioritizing higher-value calls.

DialOnce implemented an omnichannel contact button across Fnac Darty’s main voice and digital journeys, with contextual features such as an AI agent and orchestration across channels like app, voice, Messenger, email, and forms. The results included a +26 point improvement in reachability, 21% of calls avoided through alternative channels, and a +15 point increase in digital usage, helping Fnac Darty reduce costs and improve customer service efficiency.

Darty

Matthieu Schreiber

Purchasing & Performance Improvement Manager of Indirect Purchasing Department