SalesTech Star

Creatio’s Chatbots and Service Workflows Help Leroy Merlin to Boost Experience of 40k Employees

The leading global home improvement and gardening retailer cites the project dynamics and Creatio’s robust capabilities as key success factors

Creatio, a global software company that provides a leading no-code/low-code platform for process management and CRM, has been a trusted partner for Leroy Merlin for customer service automation since 2017. When the retailer decided to streamline internal workflows through simplified communication for 40,000 employees across 109 stores in Eastern Europe, they scaled with Creatio’s no-code platform.

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Continuous improvement is in the Leroy’s Merlin’s DNA. The most recent project was aimed at optimizing the interaction between employees and the internal support team. The goals of the project were focused on streamlining internal case submission and status tracking, optimizing the workload of internal support resources, boosting the quality of communication and overall experience with the internal clients.

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Upon evaluating a range of options, Leroy Merlin decided to extend Creatio’s functionality with a chatbot and service workflows from the Creatio Marketplace. Creatio’s marketplace partner Beesender carried out the deployment. The company has deep expertise in creating robotic assistants while specializing in developing ready-to-use chatbots for Creatio. A dedicated Leroy Merlin team also participated in the project.

“The project brought immense improvements, and it took only four months from the first call to the partner to the actual launch. This includes the time for finalizing the chatbot’s logic after demonstrating it to the users,” Evgeniy Lobov, Business Applications Manager at Leroy Merlin.

Instead of contacting the centralized helpdesk, Leroy Merlin employees now use messengers, which are integrated with Creatio. Today, 25% of employees regularly contact support with internal requests through a chatbot. Case registration, categorization thanks to Creatio ML module, request for additional info, case processing, resolution, and feedback requests are now fully automated.

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