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L'Occitane en Provence

  • Industry : Retail
  • Product : Email Management, Chat, Self-service
  • Country : France, United Kingdom, United States

Eptica’s solutions helps us to respond quickly and consistently across all channels. Thanks to Eptica Chat we can transform our customers into real brand ambassadors via every interaction worldwide

Anne-Sophie POUYAU International and European Customer Service Manager

L’Occitane en Provence, the French beauty product and fragrance brand founded in 1976, manufactures and sells natural and organic cosmetics and well-being products all around the world. With a business turnover of €1bn, the group is now marketed under five brands (L’Occitane en Provence, Melvita, Le Couvent des Minimes, Erborian and L’Occitane au Brésil) through 5 distribution networks and has over 2300 stores across 90 countries

Through its major international CRM systems upgrade project, L’Occitane intends to offer its millions of customers around the globe a more seamless and customer-friendly cross-channel experience.L’Occitane’s quality of service and customer guarantees needed to be identical when dealing with any major international issue, across all networks and all continents.

L‘Occitane’s Customer Service mission was to enhance the customer experience and improve operational efficiency through such initiatives as automation of low value-added tasks, improved customer recognition and KPI monitoring. In order to achieve this, and with a view to streamlining and optimising all of its customer relations systems, L’Occitane en Provence has chosen Eptica for its multichannel and multilingual customer relations management solutions. The group has also implemented a new Chat contact channel, with a view to making significant improvements to its conversion rate.