Cogem
40% fewer site visits and closer customer support
How Cogem raised its service quality while personalising its customer approach.
About Cogem
Cogem specialises in water softening and reverse osmosis for households and local authorities across France.
The problem: remote support without seeing anything
Running after-sales
Like the rest of the sector, Cogem had to handle a large volume of after-sales requests efficiently.
Fault resolution
Technical issues had to be solved quickly, without multiplying site visits.
Stakes: the ultimate customer experience
Service quality
Raise service quality and customer satisfaction.
Guidance
Not just answer the call, but truly guide the customer.
What was deployed
Cogem rolled out Vizalia in its after-sales team. The technician sends an SMS link, the customer opens their smartphone camera and shows the installation.
Use cases
Remote diagnosis
See the customer's softener or osmosis unit to understand the fault without travelling.
Proactive support
Anticipate customer needs and offer more effective technical support.
The ultimate customer experience means fully meeting their expectations, a satisfied customer, and not just being there to answer the call but truly being there to support and guide them. Our services combined with Vizalia (formerly Urgentime) can genuinely help us reach that ultimate customer experience.
Outlook
Cogem is pursuing its goal: bringing its after-sales service closer to the ultimate customer experience.
Results: 40% fewer site visits
Service quality
Customers enjoy a smoother, more personal experience.
Proactive approach
Cogem anticipates customer needs and offers more effective technical support.
Fewer site visits
Video assistance limits site visits, optimises resources and increases responsiveness.
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