Palais des Thés elevates in-store customer experience with Cegid Retail Live Store
Arthur Aumonier, IT Project Manager at Palais des Thés, responsible for the deployment of Cegid Retail Live Store across Palais des Thés shops in France and internationally, explains how Cegid Retail Live Store has contributed to elevating their customer experience and optimising their retail spaces.
Palais des Thés, a tea house since 1986
Palais des Thés was founded in 1986 by François-Xavier Delmas, who is passionate about the art of tea. Specialising in premium tea sales, the brand has a strong presence both in-store and online, with a significant footprint all over the world. With over 50 shops worldwide, Palais des Thés has become an essential reference for tea enthusiasts, offering a vast selection of loose teas, infusions, and accessories, while also organising workshops and tastings to share their expertise and love of tea with the public.
What challenges and issues does Palais des Thés face?
The transition to smaller retail spaces and the renovation of older shops have prompted them to rethink space usage and seek ways to improve operational efficiency and customer experience. By maximising retail space while offering a superior customer experience aligned with the brand’s premium positioning, Palais des Thés has successfully tackled the challenges they faced:
- Reduction of space dedicated to traditional checkout furniture
- Need for a mobile solution to free up retail space
- Renovation of older shops without compromising product display space
- Need to ensure a premium customer experience from beginning to end of the purchasing process
How has Cegid Retail Live Store helped Palais des Thés transform Retail space and enhance customer experience?
1 / By optimising Retail space to manage peak times
“We were planning to open much smaller retail spaces. It made sense to equip ourselves with a mobile solution to free up retail space from these constraints.” Arthur Aumonier | IT Project Manager at Palais des Thés
To tackle the challenges of retail space, the goal was to gain space to allow more consumers to visit the shop while managing peak times and queue waiting times.
Thus, a mobility solution within the shops was necessary to eliminate fixed checkouts, create merchandising space, and boost sales. The Cegid Retail Live Store mobile application has helped the brand create this shopping experience.
2 / By enhancing the customer journey to offer a premium experience
“Cegid is the tool that will enable our customers to make the most of our advisors’ expertise.” Arthur Aumonier | IT Project Manager at Palais des Thés
Mobile checkout revolutionises the in-store customer experience by ensuring support from the moment the customer enters the shop. With the Cegid Retail Live Store solution, sales staff can provide fast and personalised service throughout the shopping journey. They eliminate waiting times at checkout thanks to queue busting and reduce the risk of abandonment at the till.
This approach strengthens the connection between the seller and the customer, allowing advisors to focus on their essential role: providing tailored advice and custom promotions. Through direct checkout, sales staff optimise their time and enhance customer satisfaction, creating a smooth and enjoyable shopping experience.
3 / By offering a very user-friendly and ergonomic tool to save time on training
It is essential for retailers to select an omnichannel tool that is both easy to use and quick to deploy. Cegid Retail Live Store stands out as a modern and ergonomic solution, facilitating adoption by in-store teams. With its intuitive design, this tool enables retailers to enhance their operational efficiency.
“This resulted in a monumental time saving during deployment as we didn’t have to invest much time in training. Even when new team members join the shops, it’s very easy to onboard them onto this tool since it can be used so instinctively.” Arthur Aumonier | IT Project Manager at Palais des Thés