{"id":165657,"date":"2025-10-01T20:37:06","date_gmt":"2025-10-01T20:37:06","guid":{"rendered":"https:\/\/sinch.com\/?post_type=engage_cust_stories&p=165657"},"modified":"2025-10-01T20:37:07","modified_gmt":"2025-10-01T20:37:07","slug":"rta-store","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/fr\/engage\/customer-stories\/rta-store\/","title":{"rendered":"Comment The RTA Store am\u00e9liore l’exp\u00e9rience client et signe des contrats par SMS"},"content":{"rendered":"\n

Proposant une large gamme d’armoires pr\u00eates \u00e0 assembler (d’o\u00f9 son nom, RTA pour \u00ab\u00a0ready-to-assemble\u00a0\u00bb) et pr\u00e9assembl\u00e9es, The RTA Store<\/a> est une marque de choix pour les bricoleurs et les ouvriers. <\/p>\n\n

Michela Bracich, responsable des op\u00e9rations marketing et de Zoho\u00a0CRM chez The RTA Store, explique que l’achat d’une armoire peut impliquer un parcours client complexe. <\/p>\n\n

\u00ab\u00a0En fin de compte, les armoires doivent \u00eatre achet\u00e9es une par une\u00a0\u00bb, d\u00e9clare Michela Bracich, \u00ab\u00a0et nous voulons nous assurer que nous assistons les clients tout au long du processus, en veillant \u00e0 leur mettre les bons produits entre les mains\u00a0\u00bb. <\/p>\n\n

G\u00e9rer l’augmentation des communications relatives \u00e0 la r\u00e9novation r\u00e9sidentielle <\/h2>\n\n

Chaque r\u00e9novation de maison commence par des dizaines de conversations. Armoires en noyer chaleureux ou en blanc classique\u00a0? Poign\u00e9es en nickel bross\u00e9 ou noir mat\u00a0? Comment tout agencer au mieux\u00a0? <\/p>\n\n

Pour The RTA Store, g\u00e9rer ces conversations de mani\u00e8re efficace signifie communiquer avec les clients par le biais de plusieurs canaux (email, t\u00e9l\u00e9phone et SMS) en fonction de leurs pr\u00e9f\u00e9rences. Ce syst\u00e8me a bien fonctionn\u00e9 jusqu’\u00e0 l’arriv\u00e9e de la pand\u00e9mie de COVID-19. <\/p>\n\n

\u00ab\u00a0Les travaux d’am\u00e9lioration de l’habitat ont connu un essor consid\u00e9rable\u00a0\u00bb, explique Michela Bracich. \u00ab\u00a0Nous avons remarqu\u00e9 qu’un grand nombre de nos clients disaient ne jamais avoir re\u00e7u nos communications\u00a0\u00bb. <\/p>\n\n

The RTA Store avait besoin d’une solution plus robuste pour faire face \u00e0 l’augmentation du volume de clients, et a donc mis en place Zoho\u00a0CRM. Rapidement, cependant, l’entreprise a r\u00e9alis\u00e9 que sa plateforme SMS existante ne pouvait pas r\u00e9pondre \u00e0 ses besoins croissants. <\/p>\n\n

\u00ab\u00a0Nous avions besoin d’une solution plus moderne. Nous voulions mieux contr\u00f4ler le nombre de messages envoy\u00e9s. L’ancien syst\u00e8me comportait des limites\u00a0\u00bb, d\u00e9clare Michela Bracich. <\/p>\n\n

Cr\u00e9er une exp\u00e9rience de messagerie fluide avec Zoho et Sinch <\/h2>\n\n

Apr\u00e8s avoir \u00e9valu\u00e9 plusieurs options, The RTA Store a choisi les services SMS de Sinch et les a int\u00e9gr\u00e9s directement \u00e0 Zoho\u00a0CRM. Cette int\u00e9gration lui a permis d’automatiser de nombreux points de contact avec les clients tout au long du parcours d’achat. <\/p>\n\n

\u00ab\u00a0L’outil est d\u00e9finitivement plus moderne et am\u00e9lior\u00e9, nous sommes en mesure d’utiliser beaucoup d’automatisations\u00a0\u00bb, pr\u00e9cise Michela Bracich. \u00ab\u00a0C’est une machine bien huil\u00e9e.\u00a0\u00bb <\/p>\n\n

L’int\u00e9gration permet \u00e0 The RTA Store d’envoyer des messages automatis\u00e9s \u00e0 des points cl\u00e9s du parcours client\u00a0: <\/p>\n\n

    \n
  • Suivi initial des prospects <\/li>\n<\/ul>\n\n
      \n
    • Demandes de retour sur le design <\/li>\n<\/ul>\n\n
        \n
      • Tarifs et rappels de panier <\/li>\n<\/ul>\n\n
          \n
        • Mises \u00e0 jour d’exp\u00e9dition et de suivi <\/li>\n<\/ul>\n\n
            \n
          • Suivi apr\u00e8s l’achat <\/li>\n<\/ul>\n\n

            \u00ab\u00a0Nous envoyons beaucoup de SMS automatis\u00e9s aux prospects et de messages commerciaux\u00a0\u00bb, souligne Michela Bracich. \u00ab\u00a0La moiti\u00e9 du temps, nous n’avons m\u00eame pas besoin de toucher au SMS, sauf s’il s’agit d’une r\u00e9ponse.\u00a0\u00bb <\/p>\n\n

            R\u00e9engager les clients qui n’ont pas r\u00e9pondu <\/h2>\n\n

            L’un des principaux avantages dont The RTA Store b\u00e9n\u00e9ficie d\u00e9sormais est la possibilit\u00e9 de r\u00e9engager des clients qui n’auraient pas r\u00e9agi \u00e0 d’autres canaux de communication. <\/p>\n\n

            \u00ab\u00a0Les consommateurs sont bien trop occup\u00e9s pour r\u00e9pondre au t\u00e9l\u00e9phone ou \u00e0 un email. Nous constatons que nous obtenons des r\u00e9ponses beaucoup plus rapidement par SMS\u00a0\u00bb, indique Michela Bracich. \u00ab\u00a0Les SMS sont un excellent moyen pour nous d’entrer en contact et d’effectuer le suivi\u00a0\u00bb. <\/p>\n\n

            Michela a remarqu\u00e9 que les clients se sentent souvent plus \u00e0 l’aise pour donner un avis honn\u00eate par message sur les prix et les pr\u00e9f\u00e9rences en mati\u00e8re de design. Cela permet \u00e0 The RTA Store de qualifier et de convertir plus de prospects en moins de temps. <\/p>\n\n

            Renforcer les relations avec les clients gr\u00e2ce \u00e0 une communication opportune <\/h2>\n\n

            Le passage \u00e0 la plateforme SMS de Sinch a permis \u00e0 The RTA Store de d\u00e9velopper ses communications personnalis\u00e9es. Rien qu’en 2024, l’entreprise a envoy\u00e9 plus de 68\u00a0000\u00a0SMS, avec 7\u00a0000\u00a0r\u00e9ponses. Pour Michela Bracich, ces interactions repr\u00e9sentent des milliers d’occasions de maintenir l’int\u00e9r\u00eat des clients tout au long de leur parcours d’achat. <\/p>\n\n

            \u00ab\u00a0Les consommateurs sont bien trop occup\u00e9s pour r\u00e9pondre au t\u00e9l\u00e9phone ou \u00e0 un email\u00a0\u00bb, remarque Michela. \u00ab\u00a0Nous constatons que nous obtenons des r\u00e9ponses beaucoup plus rapidement par SMS. Et gr\u00e2ce \u00e0 l’int\u00e9gration de Sinch avec Zoho, RTA peut envoyer le bon message au bon moment aux clients, o\u00f9 qu’ils en soient dans leur parcours d’achat.\u00a0\u00bb <\/p>\n\n

            Pour les autres commer\u00e7ants qui envisagent de mettre en place les SMS, le conseil de Michela est clair\u00a0: \u00ab\u00a0N’h\u00e9sitez pas. C’est un excellent moyen d’interagir avec vos clients \u00e0 un niveau plus personnel\u00a0\u00bb. <\/p>\n","protected":false},"featured_media":152914,"template":"","meta":{"_acf_changed":false},"customer_stories_industry":[599],"customer_stories_products":[647],"class_list":["post-165657","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-vente-au-detail","customer_stories_products-engage"],"acf":[],"yoast_head":"\nComment The RTA Store a stimul\u00e9 l'engagement client gr\u00e2ce aux SMS<\/title>\n<meta name=\"description\" content=\"The RTA Store a envoy\u00e9 68\u00a0000\u00a0SMS et re\u00e7u 7\u00a0000\u00a0r\u00e9ponses gr\u00e2ce \u00e0 Sinch SMS. 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