Guerlain is a global player in the dermocosmetics and perfume industry. With a turnover of 700 millions euros and 3400 employees in 80 countries, it is part of the LVMH group.
In a context of commercial activities increase in a mature market, Guerlain France’s Customer Service team was experiencing difficulties, putting the business at risk. It was the result of more complex relations with internal partners, lack of formalised processes and objectives as well as a multiplication of manual or poorly automated operations.
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