Free testimonial, Laurence Gégou, Retail Director January 2023

Our customer

Free, a major player in the mobile telephony sector, is in the midst of a retail rollout, and has grown to more than 190 stores in 4 years, with over 1,000 employees in the field.

 

The program

Free has chosen Smice to launch a comprehensive program of 3,600 quarterly full Mystery Shopping visits and bi-monthly Flash visits in early 2021.

The results of the mystery visits are boosted by the use of the app via self-assessment on an operational checklist and sales coaching for regional directors and store managers (over 600 monthly coachings from the start and in full deployment).

 

What are your goals?

  • Ensure the profitability of the boutique network while deploying at a sustained pace - 1 boutique per week
  • Win new subscribers while taking care of existing ones
  • Offer a close, human experience by creating a strong emotional bond with the Free brand - for subscribers and employees alike.
  • Boost sales performance and improve the in-store experience
  • Become phone sales experts - new business launched in 2021
  • Recruit and retain talent by capitalizing on their skills development

 

Why did you choose Smice?

Laurence Gégou: "I chose Smice for its values and the way it operates as a start-up on a human scale, which is agile and adaptable enough to co-construct projects.

After comparing Smice's offering with several other providers, Smice proved to be much more connected and modern with the necessary flexibility demanded by the retail sector while minimizing constraints and frustration as much as possible."

 

What are the advantages of Smice in everyday life?

Laurence Gégou: "Smice's strengths are its flexibility, responsiveness and simplicity. Smice offers the possibility of fine-tuning the repository as the team's skills evolve, month after month if necessary. What's more, everything is in the same place, which makes it easier for the teams.

I had a very clear idea of what I wanted to implement at Free, thanks to my previous experience in the cosmetics retail sector, and no other service provider had proposed the "Flash Mystery Shopping" format. Smice enabled us to co-create this new model on the basis of experience. It's an ultra-efficient and instructive format that's been very well received, even acclaimed, by the teams in the field, and one that I'd recommend to any retail player."

 

The Smice advantage

Laurence Gégou: "The collaboration with Smice is very satisfying, it makes you want to dedicate time to doing developments, this collaboration makes you want to do some pretty crazy stuff."

Compliance
AUDIT THE COMPLIANCE OF YOUR STANDARDS

The aim of compliance mystery shopping is to objectively and consistently measure the quality of the customer journey, by identifying your network's strengths and weaknesses.