02.5 Customer care

Artemide Factory, Pregnana Milanese, Photographed by Elliott Erwitt

webinar

artemide.com The customer and their relationship with the Group are key to a trusting and lasting relationship, which is why the Group takes care of its customers through several channels. In addition to the traditional toll-free number, the main tool is the website’s dedicated contact section staffed by a specific department to provide prompt assistance and communication to those who request it.

The various questions and reports collected on social networks are managed by dedicated resources within the Communications department. The Group has implemented CRM systems in all European and American subsidiaries with the aim of maintaining customer relations and managing commercial relationships professionally and effectively. In support of new tools such as the Artemide App, a dedicated Help-Desk service has been introduced in both Italian and English, to guarantee an immediate and qualified assistance via phone or ticket.

In 2019, an invitation-only webinar programme was set up, transversally dedicated to internal and external professionals working with Artemide products worldwide. In this way, providing a deeper knowledge of the product and its technological innovations in support of a better service to the end-users. What happened in 2020 led to the intensification and diversification of this webinar program dedicated to architects and retailers as well as to internal staff who work with customer care and product orders.

Communication is increasingly shifting towards digital tools, supporting and partially replacing paper-based instruments. As a result, the artemide.com website has been restyled as a responsive platform providing contents and services dedicated to lighting, design enthusiasts and professionals. Many are the levels of detail of the various sections, all enriched with new content and images. Navigation is quick and intuitive through increasingly image-driven paths that help create a personalised experience, enabling each user’s own perspective on the Artemide world; as such, users are always just a few clicks away from getting to the information they seek.

5 years warranty Users can also access a personal "My area", in which products or projects can be saved and organized into folders from which convenient personalised brochures can be automatically generated, thus becoming a working tool. Central to the Artemide site is the continuous and automatic updating of all data relating to products, creating a reliable tool that supports designers and professionals in the sector, who may now find all the information they need for their projects (3Ds, lighting technology files, instruction sheets and technical brochures, etc.).

Through the completely redesigned "Store Locator" section, it is now possible to quickly view all Artemide showrooms, dealers and service centres around the world. Through smartphones’ GPS, it will be easier than ever to reach the nearest shop.

In 2019, interventions were made to give increasingly clear and usable tools to the customer, from the introduction of new sections such as Artemide Journal, dedicated to in-depth information related to events, projects and the launch of new products, to the presentation of the area dedicated to configurators.

The latter are useful tools to simplify the design of your own composition of systems such as Alphabet of light and A.24. After defining the dimensions of the space, it is possible to design the desired system by reconstructing it with a practical drag and drop of the different modules available. Once the project is completed, the system returns a complete datasheet with all the components and details that allow you to proceed directly to the order.

The graphic revision of the Artemide.com corporate website presented in 2019 was developed in 2020 to increasingly implement the application of accessibility criteria aimed at various types of disabilities.

Artemide offers its customers an extended 5-year complimentary warranty, testament to the quality and longevity of the products, if used and maintained correctly. The warranty, activated by registering the product online within 2 months of purchase, provides the purchaser the right to have their product repaired or replaced free of charge if the product is acknowledged to possess a defect in material or manufacturing flaw as outlined in the warranty’s terms and conditions.

VALUES, KNOWLEDGE & KNOW-HOW TO REALIZE UNIVERSAL PROJECTS