CONSOLIDATED NON FINANCIAL STATEMENT 2020BE FAIR
version 2.0 of the MonClient app was released at all retail stores, making communication between sales staff and the client ever more efficient and direct. Through this tool, based on the centralized, integrated management of the CRM calendar, Client Advisors can manage appointments, plan and enter Client Moment-related activities, check product availability, enhance client databases, and handle after-sales requests.
With consumers accelerating their use of technology, Moncler s clienteling is becoming increasingly relational and supported by social platforms as well as digital tools such as video messaging, digital appointments, distance sales, and phygital events that create new synergies between the physical store and digital channels. In 2020, in response to COVID-19 restrictions, Distance Sales allowed Client Advi- sors to manage remote shopping with their clients, using the app to check product availability, reserve products for their client, while allowing clients to pay from any location, and to have the products delivered to the preferred desti- nation or prepared for in-store pick-up.
AFTER-SALES ASSISTANCE AS AN INTEGRAL PART OF THE CLI- ENT EXPERIENCE
The after-sales phase is another important moment with re- gards to client relations as it ensures a positive experience with the Brand even after a purchase is made. Moncler offers a highly personalized service, tailored to each client s request, by putting collection and style experts at the individual s disposal. For Moncler this service also represents a virtuous process to further extend product lifecycle, an increasingly important theme of the Company s overall sustainability strat- egy. See also pages 64-65; 67.
After defining a global policy in 2017, identifying lo- cal tailors of quality and providing stores with a replace- ment accessories kit to enable them to provide a fast and excellent service, over the past three years the Company strengthened the organization of its after-sales service in those countries where it operates including through the creation of central platforms for handling repairs. This pro- cess has made the after-sales service increasingly rapid and widespread. In 2020 the Group handled around 32,000 re- quests for after-sales service.
In 2021, the willingness to build a direct connection be- tween clients and repair platforms will lead Moncler to devel- op the Distant Repairs service in America and to refine the existing one in Europe and Japan. With this method, the Client Service will arrange the pick-up of the item from the client s home if the client is unable to visit the store.
In November 2020, VIBE After Sale has been implemented worldwide, to enable the systematic collection of feedback from clients using after-sales service. Starting in 2021, the site s Frequently asked questions section on after-sales ser- vice will be enriched with additional information on product care, so as to answer clients questions.
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