Leroy Merlin selects the search and navigation engine Sinequa Corporate Search to improve customer satisfaction in a strategic project entitled "Voice of the Customer". With over 100 stores and 16,000 employees, Leroy Merlin is the French leader of DIY (Do-it-yourself) and home improvement.

Leroy Merlin collects multichannel customer feedback (by phone and from their web site, in-store kiosks and staff) to have a transversal view of all its services. The objective of the project is to collect customer feedback in order to find solutions and create a relationship with the client. Leroy Merlin wants to involve every employee in the "Voice of the Customer" to better understand and adapt to customer expectations.

Sinequa Corporate Search provides a single and secure point of access to Leroy Merlin’s customer base. The solution enables more than 700 users, including senior management and store managers, to search for comments listed by category, store, region, date, etc. The requests can then be further refined by time period, the comment number, the customer's name, the city, to the department/service of the store.

"The search engine Sinequa Corporate Search is a fast and efficient solution that gives us a good visualization and allows us to find any element in our customer base," said Maria Flament, Head of “Voice of the Customer,” Leroy Merlin.

Jean Ferré, President of Sinequa comments "Sinequa has long been a technology partner of Leroy Merlin through our presence as the search engine on their web site. Sinequa is proud to contribute to increasing Leroy Merlin’s CRM efficiency by allowing quick access to any customer information with the appropriate context, whatever the original source of content. This use of our Sinequa Search Bus technology is at the heart of our strategy."

About Leroy Merlin – www.leroymerlin.com

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