After several weeks of lockdown in Luxembourg, the Prime Minister, Xavier Bettel, announced a 3-phase lockdown lift strategy. Phase 1 started on April 20, followed by phase 2 on May 11; the final phase is expected to start in 2 days. Overall, the government’s strategy brings some balance between public health and socio-economic challenges.

While most countries across the globe are taking similar measures to contain the pandemic and relaunch the economy, businesses have to adapt their operations to keep employees and customers safe.

Businesses have to adapt their operations to keep employees and customers safe.

The lockdown lift has allowed our long-lasting client Orange Luxembourg to gradually reopen its shops. As the company stated on its website, protecting customers and employees is their main concern, therefore they are doing everything in their power to limit the spread of the virus.

Before the pandemic, customers were free to visit the shops at their convenience to discover and to try products while waiting to be attended to. There was no restriction on foot traffic nor social distance. Watch the video of the customer journey crafted by RightCom before COVID-19.

The “new normal” imposed a few changes on the customer journey with introduction of:

• Crowd control to limit the spread of the virus
• Appointment booking to avoid customer wait times
• 1:1 Customer Service
• Mandatory wearing of face mask for customers
• Hand sanitizer to keep customers and employees safe
• Personal Protective Equipment for employees
• Social distance of 2 meters inside the store

There is a psychological impact of the coronavirus on consumer behaviour. Businesses that do not invest to win the trust of consumers will lose their competitive edge.

The RightCom team worked hand in hand with the Orange Luxembourg’s team to set up the crowd control and appointment booking system.

The top 3 benefits are:

1. Customers can now call or visit the company website to book an appointment. This helps avoid waiting times while giving the customer more time for what matters most to them.
2. The shop manager is easily able to control in real time the maximum number of people allowed in the shop to guarantee the social distance of 2 meters.
3. The company created a relaxed environment for both front-line employees and customers, increasing trust and loyalty.

For many years, Orange Luxembourg have been using RightCom XP, our cloud-based Customer Experience Management platform to manage the in-store experience. From customer engagement while joining the queue, to feedback management after leaving the store, RightCom XP provides a 360° view of the customer journey.

Now more than ever, it’s important to increase connection with customers, show empathy, humanity and care. That is why RightCom has packaged some of our best products for free to help businesses go through these challenging times. Visit our COVID-19 page to learn more.