As part of a broad project to improve the company’s profitability, our project focused on “customer-perceived quality”. Indeed, the after-sales service considered that the product return rate was far too high. This had led to a loss of customer confidence, and consequently to a drop in order volume.
The stakes were therefore manifold. To reduce the after-sales solicitation rate , improve product manufacturing processes, regain customer confidence, without forgetting the human consequences: permanently changing the working methods of employees invested in and attached to their company.