“FNAC Commissions Atos Origin to Operate and Host Voice and SMS Services”
Paris - October 2ndt, 2003
Customer Order Follow-Up
French book and media retailer FNAC has selected Atos Origin to operate and host voice and SMS services on its multimedia platform. Today Atos Origin's ACM technology is enabling FNAC to centralize and expand the range of "broadcast" channels used to provide customers with order follow-up information.
FNAC offers customers a free service to find and order such products as books and CDs or DVDs not available in its stores. Until now, however, customers received information about the availability of their orders by post.
To rationalize costs and enhance customer service, FNAC wanted a provider capable of delivering a multi-channel solution to centralize its customer order follow-up and product availability notification processes. It therefore asked Atos Origin, one of its IT development partners, to manage and implement the entire project, including the upstream and downstream phases. Atos Origin successfully met FNAC's requirements, while completing the project on time and on budget.
End-to-end project management
Atos Origin coordinated every phase in implementing the new communication channels, from drafting the specifications to starting up the appropriate solution. Its scope of services included coordinating both FNAC and outside participants, supervising the project and managing the associated risks.
In addition, Atos Origin is now managing the running and hosting of SMS and voice messages on its multimedia platform. Every day, FNAC sends out four data files processed by Atos Origin to notify customers via SMS and voice messages, placing calls within a specific timeframe to optimize the number of successful contacts.
The services are supported by Atos Origin's ACM multimedia program management and automation system, which leverages ''push'' technology to centralize and automate information delivery from a single interface across the full range of electronic "broadcasting" channels, including e-mail, SMS, fax and interactive voice servers. Automation of the system and centralization of the channels significantly facilitate updating of the associated data.
Atos Origin also provides FNAC with program tracking software and applications for compiling statistical data on completed calls and SMS messages.
FNAC, a Pinault-Printemps-Redoute subsidiary, is the leading retail distributor of cultural and leisure products in France and the only retailer to offer, in a single store, a unique selection from among six product ranges, including books, CDs and DVDs, computers, photographic and video equipment, sound systems and ticket services. In recent years, the company's global expansion strategy has led to store openings in Belgium, Spain, Italy, Portugal, Switzerland, Brazil and Taiwan. It currently has a total of 102 stores, 66 in France and 36 around the world. FNAC reported 2002 sales of €3,547 billion, up 6.4% on a like-for-like basis. In addition to its retail business, FNAC provides information about product specifications and participates in cultural activities in each of its markets. It organizes more than 10,000 in-store forum events annually and has more than 1.4 million members in France.
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About Atos Origin
Atos Origin is an international information technology services provider. Its business is turning client vision into results through the application of consulting, systems integration and managed operations, including outsourcing and on-line services. In August 2002, Atos Origin acquired KPMG Consulting in the UK and The Netherlands, trading as Atos KPMG Consulting. The company generates annual revenues of EUR 3 billion and employs 28,000 staff in 30 countries. The Group's client list includes major companies such as ABN AMRO, Akzo-Nobel, Alstom, BNP Paribas, BP, Euronext, Fiat, ICI, ING, KPN, Lucent, Philips, Renault, Royal Bank of Scotland, Saudi Aramco, Shell, UBS Warburg, Unilever, Vivendi Universal, Vodafone and Wolters Kluwer.
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