Case Study: Rexel Belgium unifies 52 branches and achieves 4.4/5 CSAT with MessagePlus.io

Unifying Customer Communication and Support Across 52 Branches on WhatsApp

Rexel Belgium, a strategic market for the global electrical supplies distributor, faced a challenge with fragmented customer communications. With 52 branches operating independently, their mobile customer base of professionals had to use multiple disconnected channels for inquiries. They partnered with MessagePlus to implement a centralized and efficient system to unify this communication.

MessagePlus implemented a nationwide WhatsApp communication hub, connecting the central headquarters and all 52 branches. This solution allowed over 350 agents to manage visible and transferable customer conversations, leading to a global Customer Satisfaction Score of 4.4/5. The results included improved collaboration, responsiveness, and a significantly enhanced customer experience.

Rexel

Jean-François Verbaeys

Head of E-commerce