For this reason, the entire distribution network receives training and is engaged constantly in the development of a retail strategy that is increasingly closely aligned with customers’ needs and expectations.
The 44,870 points of sale in the network are split into an online channel and two bricks & mortar channels, one branded (Sisal Wincity, Sisal Matchpoint and Sisal Smartpoint) and the other affiliated.
Direct dialogue with the network is in three areas:
1. Contact Center
A dedicated service with controlled access (for maximum confidentiality) and a network of expert operators who receive ongoing training.
- 96% replies given to retailers by the Contact Center service
- 98,4% calls resolved during the first contact
- 99,9% vs. standard service levels (SLA, Service Level Agreement)
2. Web portal dedicated to retailers
The web portal, which is managed by the Trade Marketing team, is designed to offer Sisal retailers as much freedom as possible in terms of how they connect to retrieve information about Sisal products, including from tablets and mobile devices. It also provides all contest data, the retailer’s accounting data and the latest point of sale posters.
3. Terminal message
Point of sale terminals are sent daily updates about numerous novelties, including new product launches and special initiatives, winnings, competition reports and charity initiatives. Terminals can also be used to send pop-up messages for immediate communication needs.