Carrefour S.A. is the world’s fourth largest retail group by revenue and the third by profit. Carrefour is a multichannel retailer with 1,459 hypermarkets, 3,115 supermarkets, 6,111 convenience stores, and 175 cash and carry stores across 33 countries—complemented by e-commerce stores in selected countries. The company opened its first hypermarket outside Paris in 1963 and today operates in numerous countries in Europe, the Middle East, North Africa, Asia and Latin America. In France alone, 15 million consumers own a Carrefour loyalty card. Every year, more than 100 million customers worldwide shop at Carrefour.
Carrefour’s hypermarkets offer an assortment of 20,000 to 80,000 products, including food items such as fresh produce and local products, and non-food items such as textiles, electronic goods, leisure articles and fuel. The company sources products from more than 21,000 suppliers worldwide, and 73% of food products come from local suppliers. Further diversifying its multichannel approach, in 2014 Carrefour opened its first 24/7 gourmet supermarket in Milan, Italy.
We focused on improving the quality of our customer relations when deploying Oracle Service Cloud. Our food and non-food customers now enjoy more fluid and better targeted interactions, and have a broad choice of how to communicate with our agents, which enhances customer satisfaction. Oracle Service Cloud enables us to resolve more than 95% of our customers’ contact requests every month, which goes beyond the high expectations of Carrefour’s top management.
Customer Service Director, Carrefour S.A.
Oracle Service Cloud was best adapted to our vision of acquiring a 360-degree view of customers. It had the fewest requirements of all evaluated products in terms of implementation efforts; indeed, we deployed the solution within three months. And, as we were able to confirm after deployment, it is very easy for our agents to use.
customer service manager, Carrefour S.A.