40% fewer site visits and closer customer support

How Cogem raised its service quality while personalising its customer approach.

The company

About Cogem

Cogem specialises in water softening and reverse osmosis for households and local authorities across France.

The problem

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

Stakes: the ultimate customer experience

Service quality

Raise service quality and customer satisfaction.

Guidance

Not just answer the call, but truly guide the customer.

Deployment

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.
CChristophe DanielCEO, Cogem

What's next