W4, a leading software editor for BPM solutions, accompanied Maisons du Monde in modernizing its internal processes, particularly in terms of post sales services. An invitation to travel and discovery, Maisons du Monde offers a selection of objects and furniture. In this context, the Group has always placed service as a central axis for driving growth and improving their customer relations. To streamline the processes and management of its services, Maisons du Monde wanted to integrate a BPM solution that would allow it to gain agility by enabling departments to handle different requests.
After study and research, Maisons du Monde choose W4 BUSINESS FIRST solution for the project. BUSINESS FIRST with the combination of processes and data modeling with direct execution offers a platform for developing prototypes and working with real-time business demands to build collaborative business applications.
After an initial deployment based on prototype models, the solution was implemented. It is used by more than 100 employees. The process modeling was set-up to adapt the platform to the expectations of Maisons du Monde's business strategy.
Once requests or notifcations are received, the customer service agents can then process claims under the best conditions and through a collaborative process previously defined.
Launched at the end of 2011, the project has satisfied the service teams of Maisons du Monde, which can now optimize customer relationship. The main benefits include: fluidity in processing operations, working comfort, better services for customers ...
"The use of W4 BUSINESS FIRST is an important element that allows us to improve performance and better serve our clients. The operational approach and configurable solution helps to optimize our agility. In the end, our customers and our employees are the direct recipients of the benefits of our process management solution." William Cesbron, CIO of Maisons du Monde.