As part of an omnichannel approach, St Maclou aims to offer a seamless customer experience. The brand has partnered with Global POS to simplify the price difference refund process with an e-gift card.
This digital gift card allows customers who find similar products at a lower price elsewhere to receive an instant and convenient refund!
Saint Maclou: A successful digital transformation focused on customer experience
St Maclou fully understands the importance of digitalization in meeting the evolving needs of its customers. Now, all products are available on its e-commerce website, along with a range of services.
This includes the ability to request quotes, book appointments online, and even visualize St Maclou’s products by taking a picture of their interior. These digital features enhance the customer journey, both in-store and online.
“St Maclou has put great effort into the customer journey, focusing on what the customer wants at every stage, ensuring seamless interactions between the customer and the brand, whether in-store or online.”
Delphine MONTIEL, Head of Customer Relations & Stores at St Maclou
St Maclou modernizes its customer service with the e-gift card
The flooring and installation expert has simplified its “If you find a lower price elsewhere” policy. Previously, paper gift vouchers were sent by mail—a slow and costly process.
Now, thanks to the Easy2Play SaaS gift card solution, St Maclou offers digital gift cards. Customers can present the barcode directly on their smartphone at checkout. The experience is now much faster and easier.
“We wanted a digital solution that simplifies financial compensation processing for customer service while modernizing St Maclou’s brand image.”
Delphine MONTIEL, Head of Customer Relations & Stores at St Maclou
Tangible results
Internal teams have saved 3 to 4 hours per week on processing, given that more than 2,000 gift cards are sent annually.
Multiple benefits
The gift card platform also allows St Maclou to reward customers who win contests on social media, as well as influencers.
“We needed to address the need holistically rather than focusing on just one use case.”
Delphine MONTIEL, Head of Customer Relations & Stores at St Maclou
Do you have a digital gift card project like St Maclou?
An omnichannel gift card program?
St Maclou is soon planning to launch a branded St Maclou single-store gift card, available both in-store and online, to meet growing customer demand.
This initiative will further enhance St Maclou’s modern approach and customer journey, offering a practical and digital way to gift home improvement, decoration, or renovation support.
Stay tuned!
Since its beginnings in 1963 in northern France, St Maclou has grown into a leading expert in flooring and installation. With 139 stores across France and a team of 700 expert installers, St Maclou is a trusted name for families looking to renovate their floors.
