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Success Story: SA Bertrand

1















Challenges


Provide a system that
would benefit the four
other sites

Solutions


OmniPCX 4400

Benefits


Increased productivity


Establish customer loyal-
ty


SA Bertrand has been
distributing drinks in Paris
since 1938. With over 420
permanent staff, a total
turnover of 115 million
before tax and over 8000
clients in Paris, SA Bertrand
is an important drinks




supplier in Paris. This
company is the Paris
subsidiary of the group
France Boissons, which is
part of the distribution
network of the Heineken
Breweries in France. They
offer a range of 2,300
products, from coffee to
spirits. SA Bertrand has 5
sites serving 8000 clients
within a 100km radius of the
capital and their clients
comprise cafes, hotels, res-
taurants, restaurant chains,
wholesalers, discotheques,
leisure centers, and themed
bars. The business of SA
Bertrand is totally de-
pendent on good com-
munications as their sales
rely on the essential ability to
telephone the cafes, hotel
and restaurants in Paris in
the morning, in order to be
able to deal with their orders




throughout the day. There-
fore an effective com-
munications system is
essential for SA Bertrand.
The company was aware
that with improved
technology, the performance
of its commercial teams on
its 5 sites within the Paris
area could be dramatically
increased. Parallel to their
need for an increased
productivity of their teams,
Sa Bertrand were looking for
a solution that would benefit
their four other more distant
sites as well as their
headquarters and to equip
them with smaller servers but
on the same system. SA
Bertrand chose the Alcatel
technology pro-posed by the
company ETS, one of
Alcatel's premium business
partners, (member of
Résatis network), because

SERVICE PROVIDERS
ALCATEL COMMUNICATION
SERVERS IMPROVE PERFORMANCE
AT SA BERTRAND


"Alcatel's communication system has enabled us to improve our
rate of productivity from 15% to 30%.


2
the technology would be
able to cope with the
constraint of the inter-
connection of the sites,
thanks to Transfix bonds
between the various entities.
The Alcatel OmniPCX 4400
was interfaced with the
AS400 and has dramatically
improved the management
of "outgoing" and "incoming"
calls. In the case of an
"outgoing" call, the CTI
server sends a message via
the link between it and the
AS/400 to the terminal. The
re-cords of the customer are
then automatically posted on
the screen of the terminal
and the AS/400 then fills a
file with the essential
information concerning the
customer (its name, its
address, the name of the























member of staff who follows
it etc.) The staff can thus
identify the preceding orders,
the relevant prices that apply
to the particular customer
and adapt their message
according to the profiles of
its interlocutor. All this
happens in real time. The
staff are now also able to
telephone the customer
automatically by simply
pressing the F6 key on the
computer keyboard, and
conversely, by pressing the
AltSyst key on the arrival of
a call activates the
appearance of the cus-
tomer's records.
The client was extremely
satisfied with the solution
provided by Alcatel: "Alcatel's
communication system has
























enabled us to improve our
rate of productivity from 15%
to 30%. An operator who
treated 50 calls every
morning can now treat
somewhere between 60 and
80. This communication
system allows us, in more
than 80% of cases, to
recognize immediately the
member of staff who looks
after the particular client.
This has also allowed us to
establish customer loyalty"
said Mrs. Catherine Lecluyse,
Head of Orders at SA
Bertrand. SA Bertrand was
very pleased with the strong
working relationship that this
cooperation with ETS and
Alcatel has created and this
partnership is sure to evolve
further in the future.



Alcatel Business Systems
32, avenue Kléber
92707 Colombes - Cedex
France
Tel : +33 (0)1 55 66 70 00

www.alcatel.com








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