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‍” We have been working with Agendize for 5 years, I must admit that it is a solution that streamlines the customer journey and experience. With the solution, we are organizing a lot of in-store workshops, nearly 600 events this year. The tool manages thousands of customers and makes store organization more fluid. ”

Deputy CEO of the Group

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The context, a group in transformation and a network to orchestrate

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Our client is a French specialized distribution group, a subsidiary of a major European agricultural and agri-food group. Established throughout France and Europe, it operates a hybrid network of more than 1,700 integrated and franchised retail outlets around 7 brands positioned in the worlds of nature, animal products and well-being.

Beyond the numbers, this group has made a strong bet, that of making the physical store a place to live and service and not just a transaction space. To meet this challenge, a digital infrastructure was needed that was up to the task.

• Multi-format hybrid network: more than 100 integrated stores + franchise network with variable service offers per point of sale;
• Multi-country presence: France, Southern Europe, management of heterogeneous product, fiscal and regulatory frameworks.
• Omnichannel shift in progress: redesign of e-commerce sites, deployment of click & collect, objective of unifying the web/store customer journey.
• Catalogue of 400,000 references: marketplace including third-party sellers and 4 exclusive brands, fine management of the required product data.

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Use case 1:

Transforming a service into loyalty

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Animal welfare is at the heart of the brand's positioning. Its stores offer professional services for animals that have a high perceived value but are complex to manage operationally without the right tool.

Making an appointment

Each service is personalized according to the size, type and specific needs of the animal. Without a suitable solution, managing telephone slots quickly becomes a nightmare for store teams and a source of frustration for customers.

• Full professional service;
• Self-service service for independent owners;
• Dedicated services;
• Management of slots by size and type of animal;
• Availability online 24/7 from the site;
• Automatic assignment to the right store and to the right collaborator.

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C‍‍‍Use case no. 2:

‍+600 events per year, the store as a place to live

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This is where the added value of Agendize comes into its own. The brand operates its points of sale throughout the year with a rich and seasonal program, from DIY to expert advice, including family activities.

Workshops, events & expert meetings

Seasonal DIY workshops, one-on-one appointments with dedicated experts, children's birthdays, and pet photo shoots, all managed through a single platform:

• Recurring thematic workshops (DIY, seasonal workshop);
• Free, personalized expert appointments, without waiting;
• Customized children's birthday activities;
• Professional photo sessions with animals;
• Multiple slots by type of event and by store;
• Management of seasonal peaks (spring, Halloween, Christmas).

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Results, what does it actually change

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After 5 years of collaboration, the benefits are tangible for the teams as well as for the customers.

• +600 events organized per year, fully managed via the platform;
• In-store teams that spend less time on the phone and more time with customers.

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Why wasn't it a simple project

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Managing appointments in a distributed, multi-service and very seasonal network is a fully-fledged orchestration challenge. Here are the five key challenges that the Agendize solution had to address:

• Multi-services and formats: professional service, self-service, DIY workshops, DIY workshops, expert appointments, birthdays... so many types of slots with distinct business rules to configure;
• Distributed network: each store manages its own agenda with service offers that vary from point of sale to store while remaining centrally managed;
• Extreme seasonality: spring and the holidays generate massive peaks in demand. The solution must absorb these volumes without friction on the client side or chaos on the team side;
• Phygital journey: the customer books online (brand website) then comes to the store. The experience should be smooth from start to finish, without breaking or re-entering;
• Complete orchestration: confirmation, automatic reminders, cancellation management, reassignment, the appointment lifecycle must be fully automated.

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The appointment as the first moment of truth

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In an omnichannel retail strategy, making appointments is not a planning management tool. It is often the first point of contact between the brand and the customer even before entering the store.

• A well-booked appointment is a customer who arrives with the intention of buying and with a calibrated expectation, which maximizes satisfaction and the average basket;
• A well-managed workshop is a community that is built around the brand and that comes back, not just to buy but to belong;
• A frictionless experience (24/7 reservations, automatic reminders, one-click cancellation) is a premium brand image even in a mass market brand.

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Why Agendize, a solution tailored for complex organizations

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Unlike general tools designed for freelancers or SMEs, Agendize is architected for networks, several hundreds of contact points, advanced business rules, and integration into an existing IS ecosystem.

• Native multi-establishment management: separate agendas per store, configurable allocation rules, consolidated management at the group level;
• CRM/ERP/IS integrations: smooth connection with existing tools: CRM, Microsoft 365, SMS/email, SSO. No duplicate entries;
• Analytics & network management: performance of each point of sale, occupancy rate, no-show, satisfaction, consolidated in real time;
• Total white label: the tool disappears behind the brand of the brand. Customer journey in the colors of the company, on a personalized domain;
• Intelligent automation: attribution engine based on availability, competence and location. Fully automated reminders, confirmations, cancellation management;
• Compliance & sovereignty: ISO 27001 certified infrastructure, native RGPD, optional hosting on dedicated servers or on your own.