Case Study: Sodexo

How storm® allows Sodexo to improve Quality of Life Services for its customers and colleagues

 

Overview

Sodexo is the world’s 19th largest employer, offering a wide range of facility services globally, designed to improve the quality of life for customers across multiple sectors. In the hugely competitive services and facility management sector, customer service and the effective connection of people to information is vital. Sodexo turned to the storm® platform’s range of Customer Engagement capabilities to help meet these challenges.

Overview

Sodexo is the world’s 19th largest employer, offering a wide range of facility services globally, designed to improve the quality of life for customers across multiple sectors. In the hugely competitive services and facility management sector, customer service and the effective connection of people to information is vital. Sodexo turned to the storm® platform’s range of Customer Engagement capabilities to help meet these challenges.

Problem #1

Sodexo operates an expansive ICT estate to manage its customer engagement and operations. Each system produces distinct management information outputs, without consistent or centralised access, making it difficult for managers to make rapid and effective decisions.

Solution

storm’s real-time and historical reporting module, VIEW™, gives Sodexo a highly-customisable suite of reports and dashboards.

Benefits for Sodexo

storm VIEW Dashboards are customisable and converge all key strands of information on customer experience and internal operations, enabling managers to make rapid and informed decisions on ever-changing situations, instantly modifying routing plans as required.

Benefits for Customers

Customers receive service from the best available agent, working within an optimised and transparent customer service estate.

Testimonial

“Sodexo are a world leading provider of Quality of Life services. A key part of this is ensuring that our communications meet the needs and expectations of our customers and colleagues on an ongoing basis.

storm met our technical needs without exceeding our financial requirements. Since then, the platform’s flexibility has enabled us to make continuous service improvements ourselves. We have also worked in partnership with the storm team to enhance our service, including a number of upcoming integrations.”

Leroy Zebeda, Manager Facility Service Desk at Sodexo

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