Founded in 1961 and part of the Mulliez Family Association, Auchan is a world leader in mass retailing. The group employs nearly 180,000 people, generates sales of 31.6 billion euros and has 1985 sales outlets. A new-generation retailer, it combines the advantages of digital with those of the store to offer its customers a personalized shopping experience.
Challenges: digitize the reimbursement process to optimize customer relations
Prior to our collaboration, Auchan had to address two major issues:
Auchan first had to digitize its physical after-sales service to enable its customers to be reimbursed remotely. Previously, customers who had made in-store purchases using their credit card had to go to the store to receive a refund using their credit card. In fact, Auchan was unable to issue refunds directly from a distance.
Auchan also wanted to modernize its e-commerce after-sales service, as refunds by credit card could prove impossible when the card was no longer valid (expiry...). Refunds were then made by Lettre-Chèque, a system that was administratively complex, manual, costly (25 euros per refund) and time-consuming (4 to 5 days on average). This had a major impact on customer satisfaction!
We were looking for a modern reimbursement method that combines speed and simplicity, to improve our customers' experience and loyalty with faster remote reimbursements.
Solution: Immediate Reimbursement speeds up payments and simplifies processes
Since November 2021, Auchan has been using the Immediate Reimbursement Fintecture solution. The benefits are visible, both for customers, who are now all reimbursed online immediately, in complete security, and for Auchan, which now has a modern, fully digitalized after-sales service management!
The benefits of Immediate Refund for Auchan :
- Lower reimbursement costs;
- Reduce refund processing time by digitizing the process (a refund link is sent by e-mail or SMS to customers);
- Optimization of accounting department organization: simplified reconciliation of reimbursements without customer RIB processing;
- Improved customer support responsiveness thanks to immediate refund payment status in the Fintecture control interface;
- Improved customer satisfaction, more inclined to repurchase products.
The benefits of Immediate Refund for Auchan customers:
- Reduction in repayment times ;
- Simplification of the refund process, as the customer only has to confirm the refund request, without having to send a RIB manually;
- Optimization of the customer experience , with reimbursements sent directly to the customer's bank account in just a few minutes;
- Optimum security because the customer does not share his IBAN with a third party.
Result: a modern digital reimbursement experience for a customer relationship worthy of a retail giant
Fintecture has become Auchan's main after-sales service refund solution. Thanks to Immediate Refund Fintecture, Auchan customers are now reimbursed in an average of 10 minutes... Goodbye 4 to 5 days with Lettre-Chèque!
Ornella notes: " Fintecture'sImmediateRefund sets Auchan apart from the competition thanks to a major technological innovation. Thanks to it, we remain at the forefront of our sector by transforming our customer relations in depth, in an innovative and sustainable way."
- 22 million euros refunded to Auchan customers in 2022 ;
- 10 minutes to be reimbursed on average ;
- Repayment costs reduced by a factor of 25;
- Considerable financial savings for the 4,000 weekly repayments: over 41,000 euros saved per month;
- 95% adoption rate;
- Significant reduction in the volume of customer complaints.
"Our collaboration with Fintecture has been a real success. It's the first time that an ultra-rapid reimbursement solution has been used on a large scale," says Ornella, before concluding: "The flexibility and strength of the Fintecture teams' proposals made all the difference in getting us into production quickly. The Fintecture interface was very quickly adopted by our teams."
When asked "What did you think of your refund experience?" in a Net Promoter Score survey in July 2022, Fintecture scored 4.6/5 among the 144 respondents.
