La Redoute is the third-largest retailer of women’s wear and the second-largest retailer of household linen in France. With 18 million customers, La Redoute operates in 24 countries with a multi-channel method of distribution, using a combination of catalogues, stores and the Internet. Laredoute.fr is France’s leading B2C merchant site.
Background and challenges
La Redoute chose Sopra Steria for the maintenance of its customers, products and logistics applications, with a two-fold aim: to optimise the quality of service to users and reduce maintenance costs. La Redoute also wished to take advantage of the proximity of an IT professional to draw on its best practices.
On the heels of the success of previous business relations, La Redoute was looking for a partner to deliver applications management across the group.
A significant challenge to be taken up
Our challenge is to maintain 100 applications serving over 2,000 users. A team of 15 people split into the three groups according to the issue covered - products, customers or logistics - work with La Redoute teams on a daily basis. Our experts use their professional functional skills, technical skills and consulting skills to manage the customer service centre. Receiving and managing user calls, processing requests, optimising the management of customer returns, correction of data and IS bugs including the development and improvement of the IS are all services handled by Sopra Steria.
A highly industrialised approach and an extensive knowledge of the applications
The services, provided in a highly industrialised approach to maintenance, are supported by various market tools (Cast, Alfresco, TestDirector, Wiki, etc.) with the aim of going beyond the initial requirements as expressed by La Redoute. The service centre now has a pool of common skills able to handle all project life cycle services with flexibility.
- Optimising the quality of service to users
- Reducing maintenance costs of the applications
- Refocussing internal resources on core business applications
"We chose Sopra Steria once again chiefly because of their knowledge of our business and applications. It is an important parameter to achieve minimum disruption in operations and develop new projects within the best possible timeframe. We appreciated the quality of previous services and the skills and involvement of their teams.
Sopra Steria has a particularly good reputation in the field of managing a service centre and the overall package submitted corresponds closely to our requirements. Sopra Steria is an excellent compromise between industrial rigour and operational flexibility. Compared with other service companies, Sopra Steria offers a veritable approach based on understanding, receptiveness and consulting."
Daniel DE SMET, La Redoute Studies Manager