AURES – Implementation of omnichannel, multilingual customer service software.

• The customer: AURES, leading manufacturer of IT solutions for trade professionals.
• Need: Improve customer satisfaction by optimizing request management processes.
• XPCloud solution: ZENDESK integration

Analysis of customer needs

Implementing an effective customer service solution is of strategic importance for modern companies, especially those operating on an international scale.

Founded in 1989 by Patrick Cathala, Aures Technologies has established itself on the world market thanks to its range of innovative products, notably touch-sensitive point-of-sale terminals.

Aware of the imperatives of customer satisfaction and operational efficiency, Aures Technologies has undertaken a major project: the implementation of omnichannel, multilingual customer service software.

This ambitious project meets several of the company’s strategic objectives, from improving customer satisfaction to optimizing request management processes.

With this in mind, the company partnered with XPCloud to deploy the Zendesk solution, a platform renowned for its ability to efficiently manage customer interactions across different communication channels.

The objectives

This project involved the implementation of omnichannel, multilingual customer service software at Aures Technologies, meeting several of the company’s strategic objectives.

Improving customer satisfaction

It aims to improve customer satisfaction by offering a fluid, consistent customer experience, whatever the communication channel used. By enhancing the quality of customer service, Aures Technologies seeks to build customer loyalty and strengthen its reputation in the market.

Opening up customer service to international markets

The project is part of the company’s internationalization drive, and takes into account the linguistic and cultural specificities of target markets such as France, Germany, England and Australia. The implementation of a multilingual solution will enable Aures Technologies to better serve its customers on a global scale and consolidate its international presence.

Reduce processing times

It contributes to the company’s operational efficiency by optimizing customer request management processes. By centralizing and automating the management of requests across different communication channels, Aures Technologies aims to reduce processing times and improve the productivity of its teams.

Needs identified at AURES

Specific needs identified at AURES technologies include :

Diversification of communication channels

The need for a customer service platform capable of efficiently managing requests across different communication channels, including email, help center and forms.
Teams also needs to be connected to the Zendesk platform to enable agents to call on internal or external expertise to handle tickets (the Conversation Annex concept at Zendesk). The diversification of communication channels responds to growing customer demand for fast, personalized interactions.

Corporate information system integration

Agents need access to relevant customer data during interactions to guarantee high-quality customer service.
This requires tight integration with the company’s existing information system, in this case Microsoft Business Central, to provide agents with the necessary information in real time.

Multilingual solution

Taking into account the linguistic specificities of target markets, with the need for a multilingual solution, is a major challenge in meeting the needs of an international and diversified customer base. Aures Technologies must therefore ensure that the solution it implements is capable of handling several languages, and of providing high-quality customer support in each of these languages.

XPCloud solutions: Zendesk

XPCloud provides Zendesk licenses and solution implementation to meet Aures Technologies’ customer service functional requirements. Zendesk offers a unified approach to managing customer interactions across different communication channels, while providing seamless integration with the existing information system.

Efficient request management

Zendesk offers a comprehensive range of request management tools, from intelligent ticket routing to real-time monitoring of customer service performance. Zendesk’s advanced features enable efficient distribution of requests to the appropriate agents, while providing complete visibility over the entire ticket management process.

Access to customer data

Thanks to a tailor-made integration with Microsoft Business Central, provided by XPCloud’s development teams, Zendesk enables agents to access relevant customer information quickly and easily during interactions.

This integration guarantees a personalized and efficient customer experience, enabling agents to provide accurate and timely responses.

Expanding communication channels

Zendesk offers an omnichannel approach, making it possible to integrate and manage multiple communication channels, including email, the help center and forms. This approach guarantees a seamless, fluid customer experience, whatever the communication channel used by the customer.

By offering maximum flexibility and adaptability, Zendesk enables Aures Technologies to meet its customers’ changing needs and maintain high-quality customer service.

Customer testimonial

As Director of Information Systems at Aures Technologies, I am pleased with our collaboration and partnership with XPCloud to implement the Zendesk solution. This initiative has not only strengthened our ability to respond effectively to customer requests, but has also improved our overall customer service process…

The Zendesk solution has enabled us to seamlessly manage customer requests across a variety of communication channels.
Thanks to tailored integration with our existing information system, notably Microsoft Business Central, our agents now have instant access to customer data during interactions. This enables them to be proactive and significantly improve the way our customers are received by our support team.

The expansion of communication channels, such as email, help center and forms, has delivered a seamless and fluid customer experience, reinforcing our commitment to customer satisfaction.

XPCloud’s ongoing support was reassuring throughout the implementation process.
Their expertise and commitment contributed significantly to the success of this project. I am convinced that this collaboration with XPCloud will continue to support our growth and strengthen our market position.

François Grollet

Information Systems Director at Aures Technologies

Thank you AURES for your confidence!