L’Oréal Switzerland cures IT pain point

Beauty and cosmetic supply company L’Oréal Switzerland has deployed an enterprise search and unified indexing platform to gain better access to customer knowledge, as well as insight into its marketing, customer service and sales operations. The company is using a solution from Coveo to meet the challenges of a proliferation of data across all departments, including marketing, human resources, accounting and field sales.

With Coveo for Enterprise Content, all L’Oréal Switzerland employees have consolidated views of contextually relevant knowledge, according to Coveo. Now 100 field sales representatives can target customers’ needs better through real-time mobile access to data. Also, better access to information has led to productivity gains at the company, Coveo says.

Philippe Cattin, IT manager for L’Oréal Switzerland, says, “With Coveo, the biggest pain point solved is finding the right information at the right time. In my opinion, Coveo should be the first and only search tool for all employees, even sales representatives on the road every day.”

According to Coveo, L’Oréal Switzerland employees gain quick insight into products, projects and customer issues faster than was possible in the past. Coveo’s Unified Indexing platform virtually integrates data across:

• file servers with 1.3 million documents,
• Active Directory containing data for 40,000 people throughout the company,
• two Exchange servers with 3 million e-mails, and
• SharePoint.

Prior to the Coveo deployment, L’Oréal Switzerland employees used individual system file search from Windows or in Microsoft Outlook to try to locate information, resulting in wasted time resolving customer issues, in training new workers and in field sales search for information to prepare for customer meetings.

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