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CUSTOMER CASE: CHALLANDE

PRESENTATION

Challande & Fils SA is a family business that has been active for over 70 years in the sale of building materials for structural and finishing work, as well as related activities such as kitchens, tools and fittings. Against a backdrop of rapid change in its activities and tools, management wanted to make better use of its data to guide its sales strategy and digital projects.

Recommended by an external consultant, ANSAM was asked to help structure and analyze the company's data, and then to support Challande & Fils in several digital transformation projects.

ANSAM - Challande - Customer Case

Issues & challenges

  • Adapt the support organization following the introduction of an online customer portal, with a sharp increase in digital interactions.
  • Distinguish clearly between professions: answering policyholders' questions does not require the same skills as handling IT incidents for in-house teams.
  • Relieve internal resources of operational management and support coordination, while maintaining a high level of service quality.
  • Guarantee local, responsive support, capable of understanding the specificities of the local context and the needs of end-customers.

SOLUTION

In 2022, Retraites Populaires launched a call for tenders to rethink its support system and chose ANSAM as its partner. ANSAM set up a structured response and follow-up system for employees, complemented by ongoing training and regular working sessions with Retraites Populaires teams.

Collaboration includes :

  • Support profiles selected for their technical skills and, where necessary, for their command of languages spoken by Retraites Populaires customers.

  • Complete management of resource tracking and coordination by a Service Delivery Manager, relieving Retraites Populaires of these operational aspects.

  • The presence of two dedicated people on site, supported by two trained replacements, to ensure continuity of service.

  • Monthly monitoring sessions to review activities, incidents and areas for improvement.

IMPACT

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Local IT support means you can intervene quickly if a member of staff is unavailable.

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In-house teams are relieved of operational support coordination and can concentrate on their core business.

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The quality of our support to employees and end customers improves thanks to the right, experienced profiles.

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Ongoing exchanges to provide support tailored to business expertise and customer needs.

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I would recommend ANSAM without hesitation. Beyond the quality of the support and advice, it's the responsiveness of the consultants that makes the difference.