SOURCE: Neocase Software

Neocase Software

February 22, 2010 12:00 ET

Monoprix Selects Neocase CS to Structure Its Customer Support System for 350+ Stores

One of the Largest Supermarket Chains in France Chooses Neocase Solution for Its Flexibility, Business Process Management Functionality and Best Cost-to-Benefit Ratio

SAN FRANCISCO, CA--(Marketwire - February 22, 2010) -  Neocase Software, a leading provider of customer service solutions for shared service centers and customer support operations, announced today that Monoprix has chosen Neocase CS for its customer support operations. Monoprix, a subsidiary of Galeries Lafayettes and Casino, is one of the largest French supermarket chains with 350+ stores and 20,000 employees.

In order to facilitate improved client services and operational support among Monoprix headquarters and its branch stores in France, Monoprix conducted an internal study on its customer support processes including all associated technologies. The study revealed that it was possible to improve the quality of services delivered, taking into consideration increased growth of the company over time. In order to accomplish this, however, an upgrade to advanced software technologies within the customer support department was necessary. Monoprix selected Neocase as its customer service platform because the solution met Monoprix's requirements with regards to measurable customer service processes, scalability and ease of use.

Marc Frogié, Head of Support Operations and Project Lead for the Neocase implementation at Monoprix, states: "Monoprix was struggling with a legacy customer service system incapable of handling the complexity and scalability of our store processes. After thorough evaluation of several customer service solutions, we decided to implement Neocase CS to manage our internal customer service operations. Neocase proved to be the solution best adapted to deliver on its flexibility and functionality to accommodate our internal operations and supply chain environment." He adds, "Neocase CS responds perfectly to our needs in terms of business process management functionality and offered us the best cost-to-benefit ratio among all evaluated solutions."

Monoprix implemented Neocase's customer service platform, Neocase CS, in a Software-as-a-Service (SaaS) model with a Neocase KB (Knowledge Base) integration. In a quick implementation period of 4 months, the Neocase Professional Services team accounted for Monoprix's 1,600 varied service requests within the system, having implemented over 400 unique business rules. Additionally, the new solution needed to provide for two separate business workflows: the communication between headquarters' support services and that of its individual stores, and incident tracking between headquarters' support services and its sub-contractors (internal and external support). This second workflow (incident tracking) significantly augments the complexity of the company's business processes. In collaboration with Monoprix's project team, Neocase Professional Services successfully customized the solution to manage the complexity and diversity of these relationships and processes. The new customer service system now manages over 850 accounts, 8,500 contacts and 40,000 different assets (laptops, printers, cash registers, etc.), treating more than 500 cases per day.

As a next step in the implementation process, Monoprix will deploy Neocase Self Service to act as a single point of contact with store managers and employees to create, manage and track store inquiries, as well as provide access to the knowledge base. The self service module will significantly improve the productivity and efficiency of each store.

"Our team had some initial concerns whether the Neocase solution would be able to reflect such a complex support environment as Monoprix. However, in collaboration with Neocase's outstanding Professional Services team, we were able to incorporate all types of store processes and inquiries into the system," states Marc Frogié of Monoprix. He adds, "Shortly after deploying the solution, we saw significant productivity improvements within our internal support. We were also able to streamline key processes to become more efficient. We have received extremely positive feedback from store directors who have appreciated the quality of incident treatment and the information they've obtained along the way. Overall, the Neocase implementation has been a success for our organization."

"Monoprix is one of our most impressive success stories in the retail space. The sheer complexity of store operation processes and business rules manifested within the Neocase solution is a great testament to the flexibility and scalability of our solutions," states Julien Dahan, Chief Executive Officer and President of Neocase Software. He continues, "Monoprix's implementation has delivered significant value in terms of customer support between headquarters and store branches, as well as an overall improvement in business efficiency with internal clients."

To learn more about Neocase's customer service solutions, please visit the company's website at:

About Neocase Software:

Neocase Software empowers large, global corporations to manage and optimize their Shared Service and Call Center performance and processes through next generation service functionality. Driven by Neocase's uniquely adaptive technology platform, Neocase solutions improve process efficiency, reduce operating costs, and enhance the quality of service delivered to internal and external customers. Neocase Software solutions include Neocase HR for Human Capital Resource Management, Neocase CS for Customer Service and Neocase FR for Financial Resolution. All solutions can be deployed on-premise or in a SaaS model. With more than 200 clients worldwide, representative customers include Air France, Renault-Nissan, L'Oreal, Brinks, CORPTAX, FOX Systems, CUNA Mutual Group, and IDSI. Neocase's award-winning solutions bring efficiency and profitability to SSCs and customer service departments through: web self service, intelligent knowledge management, service level agreement (SLA) management, employee/partner case collaboration, executive dashboards, and automated workflows.

Contact Information

  • For more information, please contact:

    Joerg Koehler
    Director of Global Marketing
    Neocase Software
    Tel.: 415.978.5159
    Email:Email Contact