How Decathlon boosted customer engagement

For a retail leader like Decathlon, customer experience is a long-distance race. By seeking to innovate and remove the last irritants from the shopping journey, Decathlon chose to partner with OneFlash. The aim? To turn the frustration of low battery into an opportunity for growth and loyalty for the store.

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The challenge: creating an innovative, high-value service

Before OneFlash, the Decathlon store in Lyon Bron Saint-Exupéry wanted to stand out by offering a service that meets its customers' digital needs. The stakes were high: how do you create a service that not only makes customers' lives easier, but also supports their engagement with the store's app, without being a burden for the teams? The answer had to be a solution that, in the words of their manager, "boosts our service KPIs and customer delight".

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The solution: a reliable partnership and seamless integration

To meet this challenge, Decathlon chose the OneFlash solution, attracted by its promise of simple onboarding and an intuitive service. The partnership proved effective and reliable, for teams and customers alike. Robin Schaeffer, operations and customer service manager, points out that "after-sales support is fast and efficient." Thanks to this collaboration, Decathlon was able to offer a service that solves "a current issue in a simple and elegant way".

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The results: the measurable impact of a results-driven service

Installing the OneFlash stations had a concrete, measurable impact, turning the customer experience into a genuine growth lever. The store saw impressive results:

• +17% customer identification rate.
• +31% mobile app users.
• +7% active customer base.

These figures show OneFlash's ability to turn a charging solution into a powerful engagement tool and to generate a "very concrete return in terms of customer service and brand image".

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The customer's view: a visionary investment for the future of retail

Geoffray Vernay is convinced that the OneFlash service is "another lever of customer delight".  For him, the investment was minimal for a large-scale return, proving that OneFlash is a visionary and strategic solution. The OneFlash service has not only simplified the customer journey, it has also confirmed Decathlon's position as a retail leader that cares about the digital experience of its visitors.

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Not convinced yet? Read our complete guide to choosing the right provider.