Chantelle Group boosts CX with seamless communications across Europe

Overview: With a legacy phone system nearing end-of-life, Chantelle Group seized the opportunity to futureproof its communications. Transitioning from Fuze to 8x8’s integrated cloud communications platform helped ensure zero disruption to European retail and service operations. With 8x8 Work and 8x8 Engage, Chantelle now benefits from improved audio quality, stable connectivity, simplified IT management, and advanced analytics—delivering better experiences for both customers and employees. The switch has also unlocked major savings and productivity gains.

“The 8x8 team was absolutely incredible and very responsive. If I had a question, I usually received an answer within 15 minutes. They were always honest and transparent about what could be achieved. Our 8x8 solution worked from day one, and we haven’t experienced a single outage since.”

Massinissa Benamar

Helpdesk Manager, Chantelle Group

Iconic design, customer-centric valueslink to this section

Chantelle Group, the epitome of Parisian elegance, has been designing, manufacturing, and selling lingerie since 1876. The family-run business serves eight million customers worldwide, with collections that range from daring fashion labels and next-gen swimwear to timeless classics.

Core values such as trust, quality, collaboration, and innovation run deep, not only across all Chantelle brands but also in the company’s approach to customer service and internal communications.

“We have a very close relationship with our customers,” says Lies Wolff, Customer Service and Finance Manager at Chantelle Group. “To maintain this relationship, it’s important that our customer service team can answer the phone quickly, know who is calling, and for the connection to be clear.”

Searching for the right-fit platformlink to this section

With its old Fuze telephony platform nearing end-of-life, Chantelle launched a tender to find a more practical cloud-based solution for supporting physical phone, softphone, and mobile users.

“Call quality had become an issue, and employees were using their personal mobile devices to improve conversations,” explains Massinissa Benamar, Helpdesk Manager at Chantelle Group. “Also, from an IT admin perspective, Fuze was hard to maintain and customize.”

Along with simpler IT management, other essential requirements for the new solution included fast deployment, rich features, and better value for money with the potential for time and cost savings.

“We ran a formal RFP and visited a shortlist of companies,” adds Massinissa. “With other vendors, we found limitations with softphone capabilities and feature gaps. 8x8 had a much stronger offer, along with impressive technical support and resources to meet our timescales.”

Seamless migration with no disruptionlink to this section

Over a five-month period, 8x8 worked closely with Chantelle to plan, design, and roll out 8x8 Work to 250 employees across France, Germany, and Benelux—taking care throughout to ensure zero disruption to retail operations and customer service.

“The 8x8 team was absolutely incredible and very responsive,” says Massinissa. “If I had a question, I usually received an answer within 15 minutes. They were always honest and transparent about what could be achieved. Our 8x8 solution worked from day one, and we haven’t experienced a single outage since.”

Most Chantelle employees handle calls through their Windows-based desktops, while certain roles, such as receptionists, retain dedicated physical phones. Sales teams and field workers also have the option of connecting with colleagues and customers via the 8x8 Work mobile app.

“We have a very close relationship with our customers. To maintain this relationship, it’s important that our customer service team can answer the phone quickly, know who is calling, and for the connection to be clear.”

Lies Wolff

Customer Service and Finance Manager, Chantelle Group

The company also implemented 8x8 Engage which is designed for customer-facing expert workers—outside the contact center to deliver responsive, contextual, and personalized experiences—wherever they are. Gives contact center-rich features that are needed, but isn’t overwhelming to users.

“We chose 8x8 Engage because it gave us more functionality and deeper analytics than we previously had,” said Massinissa. “The intuitive interface made the transition effortless for our agents.”

Available to advisors managing customers in Belgium and Germany, 8x8 Engage optimizes call flows which in turn ensures faster connections with subject matter experts. In addition, it offers AI-driven analytics, workflow automation, and actionable data to help enhance interactions.

Better conversations, measurable impactlink to this section

Seamless interactions are vital for a retailer engaged with phone-based sales and customer service. Thanks to improved connectivity and call audio quality, Chantelle employees and customers now enjoy more effective conversations.

The company also benefits from improved data security, compliance, and IT governance now that staff no longer have to rely on personal phones to record calls. Similarly, the ability to search contacts faster than before has enhanced collaboration with customers and internally across the business.

Since migrating from Fuze, the company estimates a 60% TCO savings due to more favorable international call charges and a switch from unmetered to metered billing.

The IT team has noticed the difference too, with a much-appreciated 75% productivity gain. “For an admin or technician, 8x8 is way easier to manage than Fuze,” says Massinissa. “The system’s also more stable, and we’re no longer afraid to make changes in case we crash it. Time savings are another big benefit that’s really helped improve our team morale.”

Speed of license provisioning is a prime example. In just a few clicks, IT staff can create a new user, attribute the device, and assign rights in under five minutes, compared to 20 minutes previously.

Looking ahead: expansion and innovationlink to this section

Chantelle is currently looking to extend the benefits of the 8x8 solution to other office locations, starting with North and Latin America. Other future possibilities include exploring the platform’s AI and automation capabilities in greater depth. When ready, the company has the added option to leverage pre-validated 8x8 integrations with core applications like Salesforce.