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.

The company

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 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

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.

Deployment

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

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.
JJoris GaléraQuality and after-sales manager, Mariton

What's next

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