Customer-centric innovation: Hycom implements Qualtrics for Leroy Merlin Poland

Hycom, a company specializing in consulting and modern IT solutions, has established cooperation with Leroy Merlin Polska, one of the largest players in the DIY market in Poland. As part of the project, Hycom is responsible for implementing the Qualtrics platform to support customer experience management processes.

The scope of the project includes, among other things, the configuration of satisfaction surveys with the automation of distribution, the development of dashboards with an authorization matrix, the automation of the process of responding to customer feedback, the migration of data from existing surveys and the integration with Leroy Merlin Polska's systems. In addition, the project requires adapting the platform to the specific needs of Leroy Merlin resulting from years of experience in managing customer experience using various tools.

This is one of the most advanced projects to be completed on the Qualtrics platform. The challenge is not only to migrate hundreds of thousands of historical data records, but most importantly to visually customize the surveys and present custom analysis in dashboards dedicated to different groups of employees.

Lucyna Dziewa

Consulting Director of Hycom

The tool to be implemented will combine operational data (e.g., shopping, location, loyalty) with consumer feedback from the entire purchase path. Such a method allows for a better understanding of customer expectations and a faster response to their needs. Thus, Leroy Merlin Poland consistently continues its efforts in the area of customer-centricity and active listening to the voice of the customer.

At Leroy Merlin, the most important thing is people. We are committed to responding efficiently to customers' needs, but also to making our employees' work easier. Qualtrics will allow us to take care of both aspects efficiently.

Katarzyna Sowa-Górska

Director of Customer Experience at Leroy Merlin Poland

Hycom's cooperation with Leroy Merlin is, first and foremost, a strong commitment on both sides, great communication and mutual understanding. Together we have created a well-coordinated, competency-matched team, which consistently and effectively achieves the goals of the project.

Completion of the full implementation is planned for the second half of 2025.

Hycom is a company specializing in digital business transformation, offering advanced customer experience management solutions. As a Qualtrics partner, Hycom provides an end-to-end platform implementation service from research and process planning, tool implementation, data migration, to support and training.