ELOQUANT, a subsidiary of GIBMEDIA, is a specialist in Cloud solutions for Customer Relations. The AQUALUX company, a benchmark manufacturer and equipment supplier in the swimming pool sector, has chosen ELOQUANT in order to offer its customers optimum customer service. What were the needs of AQUALUX and how did ELOQUANT address them? Feedback on a fruitful collaboration.
Thanks to ELOQUANT, AQUALUX has been able to retain and satisfy its customers
Since 2001, ELOQUANT has been offering SaaS technological solutions for the management of customer interaction flows (incoming and outgoing multichannel contacts: calls, emails, SMS, Chat, etc.). Its offer brings together high-performance tools to manage front office business processes and improve productivity and the quality of service provided by Customer Relations Centers. It is to benefit from this expertise that AQUALUX called on ELOQUANT.
For more than 30 years AQUALUX has designed, produced and sold products intended for the construction, maintenance and renovation of swimming pools, relying on a distribution network in France and Europe.
In order to increase the number of calls handled simultaneously during the peaks of activity linked to the high season of the swimming pool market (from May to October), AQUALUX wished to modernize its incoming contact processing system, thus aiming to optimize its level of service and the satisfaction of its customers.
“Thanks to the ELOQUANT Contact Center solution, Aqualux has been able to optimize the service rate of its Call Center, which today exceeds 90% of customers served despite strong seasonality linked to the activity. AQUALUX has made significant progress on the quality of service of its Call Center by automatically putting its customers in touch with the most qualified employee in relation to their request ”specifies Nicolas Chaze, AQUALUX Customer Service Manager.
Thanks to ELOQUANT's Contact Center solution, and therefore without having to expand its team of customer advisers or incur costs on its telephone infrastructure, AQUALUX can now process more customer requests.
Created in 2001 by Jean-Michel Rosset and Brian Wyld as a spin-off from Hewlett-Packard's world telecommunications center in Grenoble, and recently acquired by GibMedia, the company ELOQUANT is a player in Cloud solutions for managing customer interactions. ELOQUANT manages several million interactions per week on its infrastructure.
ELOQUANT is already working with more than 100 clients including: Adecco, Speedy, ERDF, La Haute Autorité de Santé, GDF Suez, AppartCity etc.
Workforce: 20 employees
2012 turnover: 3 M €
100 million multi-channel interactions per year
Annual growth: + 15%
A real benchmark in its market for over 30 years, AQUALUX provides a full range of innovative products for swimming pools. The company markets its Aqualux technical products to professionals (swimming pool specialists, resellers, installers, etc.) and its consumer products by-Aqualux to large retailers (GSB, GSA, Internet). Based in Saint-Rémy-de-Provence, the brand has experienced strong growth for several years.
Workforce: 140 employees in season spread over 20m² of building
Average turnover of 27M € in recent years