Case Study – Saint Maclou x TIMIFY

The Company

Saint Maclou is a French home design and flooring brand with nearly 60 years of experience and over 140 retail locations across the country. As a market leader in flooring and installation, the brand has built a reputation for expertise and customer care.

The Objective

As part of a broader digital transformation strategy, Saint Maclou wanted to offer customers the ability to book appointments online across multiple channels — in-store, by phone, via video, or even at home.

The aim? To create a seamless, flexible customer journey while simplifying product pick-ups and contactless delivery options.

The Challenge

The company needed a solution that was:

• Quick to implement (especially during COVID-19 restrictions)
• Flexible enough for internal integration and future development
• User-friendly for both staff and customers

All of this had to be delivered without disrupting existing systems or business operations.

The Solution

TIMIFY’s scheduling solution ticked all the boxes from the start, including real-time calendar sync with existing platforms.

A few tailored features were added to customize the tool for Saint Maclou’s specific needs. Most importantly, the platform allowed:

• Customers to choose their preferred channel, service, and store
• Staff to receive real-time notifications for upcoming appointments
• Both sides to reschedule or cancel appointments online with ease
• Efficient planning through a shared calendar view
• Two-way sync to avoid double bookings without replacing current tools

The Results

• ✔️ 30% reduction in wait times
• ✔️ 25% increase in internal efficiency
• ✔️ Higher appointment volume outside peak hours

“The dual calendar sync and development flexibility were key advantages. The fast, intuitive setup also enabled our teams to become autonomous quickly.”

— Laurent Marteel, Omnichannel Project Manager, Saint Maclou

What Made It a Success

• Fast, smooth implementation during the pandemic
• New appointment channels created a strong engagement driver, especially for design consultations and in-store pickups
• Video appointments gave customers a way to show their space and renovation plans for better-tailored service and product recommendations
• Customer data insights improved, along with average order value and conversion rates

Future Developments

Saint Maclou continues to expand its use of TIMIFY with:

• Integration with Microsoft Dynamics for more robust data syncing
• A centralized customer profile system
• Plans to make online booking a core service long-term

The collaboration was strengthened by:

• Dedicated French-speaking support
• In-depth demos and testing
• A committed development team from kickoff to post-launch training