Mariton
after sales resolution time cut by 3× with video diagnostics
Cutting after sales resolution time by 3× through instant video diagnostics, across the entire blinds range.
About Mariton
Mariton is a French manufacturer of sun protection, indoor and outdoor blinds, and made-to-measure insect screens, a market it leads in France.
The company generates around 22 million euros in revenue and works with 3,000 trade customers across France.
The problem: the limits of blind diagnosis
Loss of know-how
After strong growth, the company faced new installers who were less experienced on products that had become more technical.
Wasted time
After-sales spent too long trying to understand a situation without seeing it. One example: fifteen minutes on the phone before realising the customer was holding the remote upside down.
Unsuitable alternatives
WhatsApp or Teams were too cumbersome to launch: adding a contact, creating an account, all friction on a worksite.
Stakes: after-sales efficiency and fewer returns
After-sales efficiency
Save time to unclog the hotline and speed up resolution.
Fewer returns
Avoid shipping back products that can be fixed on site, cutting carbon impact and transport costs.
Customer experience
Give installers simple, immediate support directly on site.
What they deployed with Vizalia
Mariton chose Vizalia for its absolute simplicity. Where standard messaging apps require adding a contact or creating an account, a single SMS link is enough to start the visual session.
After-sales sees what the installer sees and instantly sends technical documentation, putting an end to endless phone exchanges.
Use cases: from diagnosis to repair
After-sales pre-diagnosis
Judge remotely whether the product must return to the factory or whether sending a spare part is enough for the customer to fix it.
Installation support
Guide installers on new products and check that the basics are respected, even remotely.
Sharing content
Send technical documents during the session, without email, for support that is genuinely real time.
It is a real service, very simple to integrate, filling a genuine gap while keeping the customer experience as smooth as possible.
Outlook: towards pre-sales and 3D
Mariton connected Vizalia to its phone system to save even more time when starting a session.
Looking ahead, the company plans to use visual sessions in pre-sales, notably for 3D configuration and colour choices, opening new commercial opportunities.
Results: resolution time divided by three
Speed
Average resolution time dropped from 20-30 minutes to under 10 minutes.
Productivity
Visual pre-diagnosis halves the administrative processing time of each case.
Filtering returns
Fewer returns of heavy or bulky products that were not actually faulty.
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