Improving customer satisfaction with SMS

The number-one aim of the digital transformation is to develop closer relations with customers. It is also the main goal of the Instaply interface, an SMS-based communication channel implemented at certain points of sale of Saint-Gobain Distribution Bâtiment France.

The Instaply messaging service has been rolled out at several Saint-Gobain Distribution Bâtiment France points of sale to save time for employees and, above all, customers.

The principle is simple. Rather than waiting for the answer to a question on product availability, delivery or a technical issue at a point of sale or by telephone, the customer receives an SMS from an employee.

The brands can also use the tool to send information on orders and deliveries. For example, La Plateforme du Bâtiment, a mainstream building products and materials brand, has been using Instaply for a year at all its depots and for thousands of customers. The PUM Plastiques, POINT.P, CEDEO, Dispano and Fabre&Lebeau brands are currently testing the service. The Instaply interface can be accessed by all the employees of a point of sale via computer, smartphone or tablet. The conversation is unique with the customer but shared by all the employees connected to Instaply.