80% of faults resolved without a site visit

How the home improvement leader used video to resolve 80% of faults without dispatching a technician.

The company

About Leroy Merlin

Leroy Merlin is the benchmark retailer for DIY, decoration and home improvement in France, with more than 140 stores and revenue above 7 billion euros.

Part of the Adeo group, the retailer supports private customers, whom it calls “inhabitants”, across every project, from a simple repair to a full renovation, with an ever wider range of services.

The problem

The problem: answering everyday faults remotely

Diagnosis impossible by phone

A customer describing “a chime problem on a door” or “no more hot water” gives too little to reach a reliable diagnosis. Without an image, the agent works blind.

Cost and delay of on-site visits

The average cost of a home repair visit is estimated at €250, with a wait of several days for a slot. For simple faults, that model is oversized.

An accessibility requirement

Leroy Merlin wanted something usable instantly by every customer profile, with no app download and no technical set-up.

Stakes

Stakes: customer satisfaction and operational efficiency

First contact resolution

Let the agent see the problem in real time, diagnose immediately and guide the customer through the repair.

Fewer site visits

Avoid physical call-outs when the problem can be solved remotely, freeing time for the cases that truly need a technician.

A modern customer experience

Offer a smooth digital journey, in line with the promise of letting inhabitants “do it themselves, do it with an expert, or have it done”.

Deployment

What they deployed with Vizalia

Leroy Merlin embedded Vizalia inside its after-sales service so agents can switch to a visual call in one click, right in the middle of the phone conversation. The agent sends a link by SMS, the customer taps it, and the camera opens, with no app to install, on virtually every smartphone.

The key point: on-screen annotation and document sharing turn every call into a genuine guided visual diagnosis session.

Use cases

Use cases: at the heart of after-sales

Immediate visual diagnosis

The customer shows the problem live (faulty appliance, wrong wiring, error code) and the agent identifies the fault within seconds.

Step-by-step guided repair

The agent walks the customer through simple actions in real time, resetting a device or re-plugging a cable, using visual annotations.

Pre-qualification before dispatch

When a visit is needed, the visual call confirms the diagnosis and identifies the parts required, securing a fix on the first visit.

Leroy Merlin supports its customers remotely with visual calls.

A customer calls about a problem they struggle to describe. The agent sends a link, the customer shows what they see, and the diagnosis is made in seconds.
ÉÉquipe SAVLeroy Merlin

What's next

Outlook: visual support as the home experience standard

Visual support has become a pillar of Leroy Merlin's service strategy. The retailer keeps extending it to new areas, from plumbing and heating to locksmithing, electrics and beyond.

The ambition: make remote visual diagnosis a reflex for every inhabitant, at every stage of their project.

Results