Intersport Villeneuve-Sur-Lot Elevates Customer Journey with cWatch
Intersport in Villeneuve-Sur-Lot, France, has embraced cWatch technology, transforming its 3,000 m² store and empowering its 35-person team.
The implementation has streamlined communication, enhanced customer service, and optimized in-store operations.
The Challenge
Before cWatch, Intersport Villeneuve-Sur-Lot grappled with inefficient internal communication. “We used mobile phones and considered walkie-talkies, but neither was ideal,” explains Vincent, Store Owner.
Mobile phones were cumbersome, and traditional earpieces often gave customers the impression that staff were preoccupied. The store needed a seamless, immediate, and intuitive solution to improve responsiveness and the overall customer experience.
The Solution
To tackle these communication hurdles, Intersport Villeneuve-Sur-Lot deployed a strategic cWatch setup. The solution included equipping 20 staff members with cWatch devices and installing 5 cPanel customer call units in key store locations.
This allows team members to connect instantly and enables customers to request assistance easily, directly addressing the need for a fluid IT solution to enhance the customer journey. The ease of adoption, with account setups under a minute, was a significant plus for the young team.
- 20 employees
- 20 cWatch devices
- 5 cPanel tablets
- cDashboard
The Results
The integration of cWatch has delivered substantial improvements throughout the store:
Enhanced Customer Experience: Customers now receive prompt assistance, whether it’s getting help in the running shoe department or requiring specialist advice at the tennis service counter. 92% of customer calls via cPanel are handled in an average time of 14 seconds. One regular customer noted, “Customer service at Intersport in Villeneuve is a class above other stores… I enjoy coming back here.”
Optimized Team Communication: Staff can instantly communicate 1:1 or in groups, check stock, and coordinate tasks without disrupting customers or needing to use cumbersome personal devices. This is evidenced by the average of 232 voice messages exchanged by staff daily via their cWatches
Increased Staff Efficiency: Quick alerts from cPanels and direct cWatch communication mean employees in the tennis or ski departments can manage multiple responsibilities effectively, attending to customers immediately when needed or focusing on other tasks.
Streamlined Operations: From assisting with fitness equipment setup to quickly fetching correct shoe sizes, the cWatch system ensures that customer needs are met swiftly, leading to smoother store flow and increased satisfaction.
A Word From The Owner
“cWatch changed the way we work. It means faster service, better communication, and a smoother experience for everyone – our team and our customers. It’s a gamechanger for us. We are so satisfied with this solution that we have recommended cWatch to our headquarters for consideration during Intersport’s national buying days.”
Vincent Boissonneau Store Manager, Intersport Villeneuve-Sur-Lot.
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