Café Privilège

Café Privilège

Thanks to DQE’s real-time data quality, Café Privilège offers an optimized data entry experience for its customers, online users, and customer service.
For over 50 years, Café Privilège has been offering its expertise as a coffee specialist in a range of premium products. The company selects the best types of coffee and a range of teas, chocolates, cookies, and gourmet delights for its customers. Café Privilège is located near Lille, in Marquette, and its experience is in the heart of a region where distance selling is king.

For our customers, online users, and in-house users, real-time data entry support from DQE provides rapid, tangible added value. This is exactly what we look for in the solutions we invest in.

Alain Wacquet
IS Manager - Café Privilège
Use case
Café Privilège is a distance seller that offers the best in different types of coffees in pods, whole beans, or capsules, and a full range of teas, herbal teas, and specialty fine food products. Customers can place orders on the e-commerce website, by mail or by telephone, and have the option to choose a Café Privilège subscription to receive the products of their choice every month.
At Café Privilège, multi-channel distance selling is resolutely customer-centric, and the brand strives to ensure that every customer is known, recognized and satisfied. Customer data is an essential asset, at the heart of this approach. That’s why, when the company changed its ERP tool in 2010, it also installed DQE’s deduplication solution. As a result, its teams have a unified view of each customer and their history with the brand, contributing to better customer knowledge in the relationship.
In 2017, the company started to focus on data collection, which until then had only been partially qualified. Alain Wacquet, IS Manager at Café Privilège, explained: “Customer data is a real asset, as long as this data is clean. We wanted to make real-time data collection across our different sales channels more reliable.” Café Privilège then decided to reinforce the input help already available for postal addresses and to extend it to email and telephone number data.
In order to strengthen the data quality of key contact information as soon as it is collected, Café Privilège is carrying out a new benchmark of input help and real-time data control offers with the help of its integrator. The DQE One solution differs from the brand’s previous solution.
Alain Wacquet explained: “In addition to the fact that we were already using DQE for deduplication, the perfect integration of its data entry solution with our ERP and website was a decisive factor.” He added: “Thanks to DQE’s support and its collaboration with our integrator, we had an easy integration that stayed within deadlines, and acceptance testing presented no problems whatsoever.”
Today, the company uses DQE One’s modules for input help and real-time qualification of postal address, email and telephone number data, in addition to its database record deduplication solution.
Improved customer service efficiency
In the customer service department, where telephone and mail orders are processed, real-time customer data input help, as well as making that data reliable, are tools that boost operational efficiency. The autocompletion of input fields makes the task easier and saves precious time on forms. Operators avoid tedious handling of data and can devote more time to listening to customers on the phone.
In addition to real-time, qualified data entry, DQE also provides unified data for each customer, thanks to deduplication in the database. This provides operators with customer data they can rely on in their daily work. “The DQE solutions provide high-performance service and are perfectly integrated with our information system tools. The users in our customer service department have fully integrated them, without needing to call on our IT department for any problems whatsoever,” Alain Wacquet explained.
Reduced shopping cart abandonment on the e-commerce site
On the brand’s e-commerce site, customers benefit from input help on the contact form that accompanies the purchase. Autocompletion provides a double benefit: a faster customer journey at the data entry stage, and real-time qualification of the information entered. Address fields are automatically filled in as soon as the first characters are entered, while a notification system enables real-time correction by the customer in the event of a problem entering the email address or telephone number.
“Real-time DQE input help optimizes the customer experience on Café Privilège’s e-commerce site. The more fluid contact form stage promotes a higher conversion rate by eliminating an onerous element that can lead to cart abandonment,” Alain Wacquet further explained.
More reliable deliveries, better delivery of email campaigns
Thanks to input help and qualified data entry in real time, Café Privilège can count on more reliable customer data for its operations. This is the case for its email campaigns, which are distributed to email addresses whose validity and contactability have been verified. This directly optimizes the deliverability rate.
Another aspect of operations that is strengthened by qualifying data as soon as it is collected is package deliveries to verified addresses. Autocompletion of postal address fields in forms guarantees full compliance with current postal repositories. So, right from the collection stage, errors leading to delays or undelivered mail are avoided. “For our customers, online users, and in-house users, real-time data entry support from DQE provides rapid, tangible added value. This is exactly what we look for in the solutions we invest in,” added Alain Wacquet.

SECTOR

Retail

CHALLENGES

DQE SOLUTIONS

BENEFITS

Improved customer service efficiency
Reduced shopping cart abandonment on the e-commerce site
More reliable deliveries, better delivery of email campaigns

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