Human Resources

FNAC sought to increase the sale of value-added services, in a highly competitive environment, with the aim of improving margins.

Design and implement a unique management model that enables management’s strategy to be translated quickly and effectively to the customer touch point, creating a competitive advantage that is difficult to imitate.

Key metrics focused on customer experience, loyalty, sales, share and margin.

The challenge was to become the best chain in customer satisfaction. We rephrased it as ‘to be the best chain in customer and employee experience’, as the former is impossible without the latter.

In just six months, customer satisfaction in the pilot shops (300 employees) went from 68% to 83%. These metrics led to the project being scaled up to 28,000 employees.

Suntory Schweppes Spain wanted to revolutionize its B2B Contact Center, increase performance and innovation, which serves 220,000 bars and cafes.

Promote a cultural change that allows the cooperative to be taken to another level, a highly attractive culture both for current farmers and to attract new producers. A culture that consolidates Trops as a market leader.