Nathalie Terras, CEO of Ondyna and a long-time client of Captivea since 2014, shares her experience with the Odoo solution. Her goal was to optimize the management of her customer service and technical support. Thanks to Odoo's intuitive modules, such as CRM and helpdesk, Ondyna improved the efficiency of its daily activities, thereby enhancing the quality of its services to better meet the expectations of its customers.
Ondyna: Leader in high-end faucetry
Founded 25 years ago and located in Estrablin, in the southeast of France, Ondyna has established itself as a major player in high-end faucets. Thanks to its exclusive partnership with the Italian brand Cristina, the company distributes the faucet brand in France through a network of professional wholesalers. Under the leadership of Nathalie Terras, Ondyna is committed daily to environmentally friendly production and ethical business practices.
To learn more, visit their website: https://www.ondyna.fr/
Initial challenges: A limited CRM and support system
Ondyna identified gaps in its old customer relationship management (CRM) system and its technical support service (helpdesk). Ticket processing times were too long, and the lack of visibility into the status of customer requests hindered responsiveness. Furthermore, the absence of a centralized database made it difficult to resolve recurring issues.
To address these issues and provide quality customer service, Ondyna decided to migrate to a more efficient solution like Odoo ERP, capable of centralizing all interactions with customers, automating recurring tasks, and improving collaboration among teams.
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The choice of Odoo and Captivea
A necessary migration to Odoo
Previously using SugarCRM, Ondyna decided to migrate to Odoo to meet its growing needs in customer relationship management and technical support. Captivea recommended Odoo for its flexibility, its ability to centralize data, and its integrated CRM and Helpdesk modules. This decision allowed Ondyna to modernize its internal processes while improving the user experience.
"Captivea led us to Odoo. They recommended Odoo, saying it was a good tool that had been very satisfactory for their clients. In our network, several people had positive opinions about Odoo, which encouraged us to make the leap" - Nathalie Terras, CEO of Ondyna
A trusted Odoo integration partner like Captivea
Already a partner of Ondyna for the integration of SugarCRM, Captivea naturally became the choice to carry out the migration to Odoo. With its expertise in ERP integration, Captivea ensured a quick and effective transition, completing the project in just two months. This trust-based relationship allowed Ondyna to benefit from tailored support throughout the process.
To learn more about Ondyna's project with Captivea, visit Ondyna's client reference page.
Nathalie Terras shares her experience: "I remember that at the time, we had a homemade product that didn't satisfy us, so we decided to implement a CRM in 2014. We issued an RFQ, and SugarCRM and Captivea were the best positioned to meet our needs at that time."
"We chose Captivea for our migration to Odoo due to the urgency of the situation, as our contract with SugarCRM was coming to an end. Captivea was selected because we trusted their ability to meet deadlines [...] The migration phase went quickly. In two months, we completed all necessary tests and finalized the transition on time"
The benefits of Odoo for customer service
A centralized and optimized support system thanks to Odoo
Ondyna has experienced a transformation in its customer service thanks to Odoo, which has resulted in several key improvements:
- Ticketing system: Customers can create a ticket and attach it to their package when returning a defective product.
- Receipt confirmation: An email is automatically sent to the customer to confirm the receipt of the package, ensuring clear communication.
- Request tracking: At each step of the after-sales service process, customers are informed of the progress of their request, enhancing the responsiveness of customer service.
- Centralization of ticketing support: Odoo has centralized the ticketing system, providing customers with a better experience in tracking their requests.
- Improved customer satisfaction: Thanks to the smooth and transparent management of tickets, customer satisfaction has significantly increased.
- High-quality after-sales service support: As a distributor of faucets, Ondyna must ensure fast and efficient support for customer issues. Odoo has optimized the handling of complaints, allowing for quicker responses to requests.
- Strengthening trust: This approach has not only improved Ondyna's responsiveness but has also built greater trust with its customers.
"We provide after-sales service support to our customers. We set up a ticketing system where they can create a ticket to attach to their package so we can collect the defective product. It is tracked upon receipt, and an email is sent to the customer to confirm the receipt of their package. At every stage of the after-sales service, the customer is informed" - Nathalie Terras, CEO of Ondyna
Better internal communication and traceability
Odoo has also optimized internal communication within Ondyna. The number of people who were copied on emails has been significantly reduced, allowing for better responsiveness in request tracking. Thanks to a well-structured ticketing system, the company has improved in efficiency, which has directly impacted the quality of service provided to customers.
Nathalie Terras, CEO of Ondyna, explains:
"Before, at Ondyna, we often faced an overload of emails, with 15 people copied, and it was hard to know if we had responded to the customer or not. In our effort to improve customer service, we set up support that generates a ticket every time a customer writes to us. Everyone can follow the ticket, and we created dependent tickets between departments, allowing the customer to track their request from start to finish. I would say that Captivea and Odoo's way of working really helped us address this issue. Implementing support through Odoo has been a real change and a real asset for us."
Optimized management for the wholesale sector
Optimization of quote management
In addition to improving customer support, Odoo has allowed Ondyna to rethink its quote creation process. Odoo offers a fast and intuitive solution for creating, tracking, and managing quotes, providing significant time savings for the sales team.
As Nathalie Terras points out: "Creating quotes in Odoo is much simpler and more customizable than in Sage, where we had a custom module. With Odoo, we can easily follow up with our customers and track the entire lifecycle of quotes, which is a real advantage."
Internal support efficiency
Odoo also proves beneficial for internal management, facilitating collaboration between different departments at Ondyna, such as accounting and after-sales service. Dispute management is smoother thanks to increased process traceability, ensuring better coordination between teams.
"Odoo has transformed the way we manage support, both for our customers and our internal teams. Initially, we had set up helpdesk for the technical department and another for customer service. Today, each department has its own support. For our customers, we kept two entry points: customer service and technical support. Internally, however, we have evolved by creating procedures that leverage Odoo to facilitate the flow of requests between departments." - Nathalie Terras, CEO of Ondyna
Captivea is the ideal partner to deploy Odoo in your SME
Nathalie Terras, CEO of Ondyna, highlights the gains in efficiency and responsiveness achieved through Odoo. She highly recommends the services of Captivea, noting that for an SME like hers, the Odoo system has met her expectations. Many other companies of similar size have also found Odoo to be a comprehensive tool, which reinforces the relevance of this solution for commercial and support needs.
Nathalie Terras thus emphasizes the importance of Odoo and Captivea for SMEs looking to improve their performance:
"We have truly seen a significant improvement in terms of time savings and efficiency in our communication, which allows us to respond more quickly to our customers' needs."
"As for recommending the services of Odoo and Captivea, I would say, without hesitation, yes! For an SME like ours, the working method proposed by Captivea perfectly meets our needs. [...] For my part, I can attest that in terms of commercial and support aspects, Odoo is an effective and suitable tool."
Ondyna and Captivea: a successful collaboration
In conclusion, Ondyna's experience with Odoo, orchestrated by Captivea, demonstrates how a well-executed digital transformation can help improve the management of customer and technical services. This approach has allowed the company to enhance its productivity while increasing customer satisfaction. This journey highlights the importance of adopting flexible solutions tailored to the specific needs of businesses, making Odoo an essential tool for SMEs looking to establish themselves in a competitive market.
A big thank you to Nathalie Terras and the entire Ondyna team for their trust. We look forward to extending this successful collaboration and discovering new opportunities for innovation together.
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