Motul, a renowned oil and lubricant company, has enhanced its customer experience by implementing Avaya’s cloud-based solutions. Through the use of Avaya Experience Platform and Avaya Cloud Office, Motul facilitates seamless communication and collaboration across its global workforce.
The paired solutions offer improved access to expert advice for customer queries, advanced analytics, and ease of integration into existing CRM applications. The company’s transition to the cloud infrastructure has been smooth, requiring no major tech upgrades or extensive employee training, enabling a faster return on investment.
- Motul, the oil and lubricants company, has adopted cloud-based solutions from Avaya to deliver seamless experiences for customers and employees.
- Motul is using Avaya Experience Platform, a cloud contact centre solution, and Avaya Cloud Office by RingCentral, a cloud-based communications solution, to improve communication and collaboration.
- The integrated solutions have enabled Motul to resolve complex customer queries, track new KPIs, and improve customer service processes.
Seamless Customer Experience with Motul and Avaya
It’s a new dawn for Motul, the renowned oil and lubricants company established in the mid-19th century. The company has significantly enhanced its customer and employee experience by embracing Avaya’s suite of cloud-based solutions.
Effortless Communication and Collaboration
Motul’s adoption of Avaya Experience Platform, an intuitive cloud contact centre solution, has made it a breeze to match the right agents with customers. This service offers multiple communication channels such as voice, video, chat, and messaging. Moreover, the integration of Avaya Cloud Office by RingCentral has empowered over 400 of Motul’s global employees to collaborate flawlessly across borders.
Mathieu Blin, CIO at Motul, provided insight into the company’s decision to switch to cloud-based infrastructure. He said,
“Our business development relies heavily on our close relationship with our customers. And communications play a key role internally as well as externally. With Avaya Cloud Office and Avaya Experience Platform, we’re able to communicate and collaborate much more effectively.”
Revolutionising Customer Service
The full integration of the two solutions has vastly improved information flow between front and back offices. Agents are now better equipped to handle complex customer queries, thanks to improved access to subject matter experts. The system has been especially beneficial for agents with dual roles in customer service and administration.
The Avaya Experience Platform also boasts advanced analytics and reporting capabilities, enabling Motul to track and improve upon new key performance indicators (KPIs). The smooth integration of the platform into Motul’s CRM applications has made the roll-out of these KPIs a breeze.
Change Without Disruption
As an existing Avaya customer, Motul was able to implement these cloud-based solutions without needing disruptive technology upgrades or extensive employee training. This allowed the company to quickly benefit from the new capabilities.
Nidal Abou-Ltaif, SVP, Global Head of Sales, and President of Avaya International, shared his thoughts on the partnership, stating, “Motul has thrived for over 150 years thanks to its culture of putting customer connection at the very heart of its drive for excellence. We’re proud to be helping the company continue with its people-first values as its customers and workforce move into the digital realm.”
Final Thoughts
Motul’s collaboration with Avaya demonstrates a strategic shift towards a more digital, customer-centric approach. The new cloud-based infrastructure not only enhances internal communication and collaboration but also significantly improves the overall customer experience.
Necessity is the mother of invention, and in this era of digital transformation, it’s paramount for companies to adapt and evolve. Motul’s successful partnership with Avaya serves as a model for how businesses can leverage technology to improve their operations, without causing major disruption. In the end, it’s all about enhancing the customer experience, and Motul seems to be on the right path.
FAQ
Q: What cloud-based solutions has Motul adopted from Avaya?
A: Motul has adopted a suite of cloud-based solutions from Avaya, including Avaya Experience Platform, a cloud contact centre solution, and Avaya Cloud Office by RingCentral, a cloud-based communications solution.
Q: How are the two solutions integrated?
A: The two solutions from Avaya, Avaya Experience Platform and Avaya Cloud Office, are fully integrated, allowing information to flow smoothly between the front and back offices.
Q: How do these solutions benefit Motul’s customer service?
A: The integrated solutions provide improved access to subject matter experts, making it easier for Motul to resolve complex customer queries. Agents can also navigate easily between customer service and admin responsibilities.
Q: What features does Avaya Experience Platform offer?
A: Avaya Experience Platform offers advanced analytics and reporting capabilities, as well as the ability to create and track new KPIs. It can seamlessly integrate with Motul’s CRM applications.
Q: How has the implementation of these solutions affected Motul’s customer experience?
A: Motul now has a strategic approach to improving its customer experience, reinforcing its competitiveness, and securing long-term success. The company is confident that Avaya’s technology can meet its customers’ contact preferences.
Q: Were there any challenges in implementing these cloud-based solutions?
A: As an existing Avaya customer, Motul found that the implementation of these cloud-based solutions did not require disruptive technology upgrades or extensive employee training, resulting in faster time to value.
Q: What is Avaya’s role in helping Motul?
A: Avaya is helping Motul continue its people-first values as the company’s customers and workforce move into the digital realm. Avaya’s technology supports Motul’s culture of putting customer connection at the heart of its drive for excellence.
Q: Where was the announcement about Motul’s partnership with Avaya made?
A: The announcement about Motul’s partnership with Avaya was made at the 2023 edition of GITEX Global.
Q: Who are Avaya’s partners at GITEX Global?
A: Avaya’s presence at GITEX Global is in partnership with Alcatel-Lucent Enterprise, Imperium Software Technologies, and Sestek.
