Modernizing Customer Experiences

Featured Industry: Retail

Since 1836, La Redoute has made French style accessible to all as a multi-line retailer specializing in ready-to-wear apparel and home décor. The client’s e-commerce site has more than 7 million visitors monthly. The company operates in 26 countries and has more than 10 million active customers.

Solutions Utilized

The Opportunity

A partner of Extens Consulting since 2015, La Redoute joined Extens to reinvent their customer experience management by transforming their model. The client knew they need to enhance their customer journeys and consolidate their technical tools.

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Our Solution

Extens worked with the client to help them think differently about their customer journeys. They used ease as the filter and associate perspective as the input.

Our Objectives

  • Enable autonomous, empowered employees
  • Remove complexity in managing customer journeys

Services Provided

  • Defined objectives in terms of customer experience management
  • Leverage workshop approach across several countries in Europe to fully understand needs and expectations
  • Implemented a caring customer experience model power by a new CRM

The Results

Reduced client’s CRM tools from 7 to 1
Improved web score 91%
More responsive and user friendly for associates, faster resolution for clients

91%
improved web score

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