Our customer
Inventor of holiday clubs that has become legendary, Club Med is constantly innovating to continue to offer its customers a unique experience. Continuing its move upmarket with the opening of ever more luxurious resorts, Club Med has chosen to equip more than 1600 employees in its 52 resorts with the Smice App and the Smice+ platform, as well as its cruise ship, the majestic Club Med 2.
The program
A 100% digital program that allows employees to self-assess Club Med product standards in order to ensure the consistency of the customer promise in all resorts, to audit safety, hygiene, to do self-assessment (admin and financial), and even to benchmark (draw inspiration from other sectors, do competitive intelligence).
What are your goals?
Maud Pageaux: "The medium-term idea is to compare the results of our internal audits with customer satisfaction and to set up effective action plans, which is the ideal we are striving for. We also have a stake in the recruitment, integration and training of new employees on our standards, which are strongly linked to Club Med's move upmarket, in particular on the luxury Exclusive Collection range."
Why did you choose Smice?
Maud Pageaux: "From the outset, Club Med wanted to work with a start-up to maximize flexibility. We needed to simplify the "compliance check" principle in resort. And thanks to the Smice solution, we were able to develop the Smice app and the consultation of results on the Smice+ platform according to our needs. We particularly appreciate the customizable dashboards that were introduced more recently, and which help us to easily manage the reporting of non-conformities.
What are the advantages of Smice in everyday life?
M.P: "The weekly support of Smice's project teams provides us with a reactive follow-up. Smice also allows us to test things, via the app, which is a tool that adapts to the customer's needs and is easy to use. It is also an educational tool, a real documentary base that has become our reference for onboarding and training our new employees."
The Smice advantage
M.P: "Smice's strength is its adaptability to the customer and their needs and the potential of its tools, the Smice App to collect and Smice+ to analyze!"
