Discover Leroy Merlin's main challenges in managing its product recalls and how they are operated to maximize customer safety, compliance, protection of their brand image and to free up time for store associates by digitizing the recall process as much as possible.
The success KPIs of our collaboration:
◆ Customer return/security rate: x 3 in 5 years
◆ i.e. +70% return rate to date
◆ > 3 hours to launch a product recall campaign (vs. 3 weeks previously)
◆ Call center operator reduced from 7 to 1 to manage post-recall customer requests.