How Marcy Paris documents every client call automatically with x‑bees AI
Since 2009, Marcy Paris has dressed the teams of hotels, restaurants, retailers, spas and automotive businesses in high‑end professional uniforms — “corporate couture” designed in France, personalized to each client’s brand identity, with no minimum order quantities and a dedicated support service.
Behind every uniform program is a long-running client relationship: personalization choices, order details and reorders, often with several people following the same account. Every phone call carries information the whole team needs later.
The challenge: the hidden cost of manual note‑taking
Before x-bees AI, every client call came with a hidden administrative cost: 3 to 5 minutes of manual note-taking after each exchange, on inbound and outbound calls alike.
In busy periods, that workload became unsustainable. Many essential exchanges never got documented at all. Follow‑up on client files suffered, and account history depended on handwritten notes and on each person’s memory.
We used to spend around 3 to 5 minutes per call writing up notes, inbound and outbound alike. But above all, in periods of high activity, many exchanges simply never got documented, which created real difficulties in following up on files. Today, that time-consuming task has disappeared — and we have the assurance that all the information is recorded automatically in the CRM.
Thiago Figueredo
Key Account Manager, Marcy Paris
The solution: intelligence built into the heart of the customer relationship
With the support of Prestige IT, a certified Wildix partner, Marcy Paris deployed x‑bees, Wildix’ platform for customer conversations, with AI that documents and writes notes. Answering a call and documenting it are no longer two separate tasks: while the team focuses on the conversation itself, x‑bees records, transcribes and summarizes it automatically. All the key information — specific requests, addresses, order volumes — flows straight into the company’s CRM, Pipedrive, with no manual step and no dependence on individual discipline. When a precise detail needs to be found, the transcription and recording are there to search.
The three are highly complementary. The summary is probably what I use most every day — it lets me re‑read the history of our exchanges in the CRM very quickly. The transcription and the call recording are precious when you need to find a precise detail or verify a point raised during the conversation. And the automatic logging into the CRM is a real time-saver that guarantees the information is systematically recorded.
Thiago Figueredo
Key Account Manager, Marcy Paris
Results & ROI: the everyday impact of x‑bees AI
- Post-call admin eliminated: The 3–5 minutes of manual entry after every exchange (inbound and outbound) are entirely removed, thanks to automatic call summaries logged straight to the CRM.
- 40 hours of team time freed up every month: A significant, quantifiable volume of hours redirected to client-facing work and higher-value tasks.
- 100% of interactions documented: Even at peak activity, no call goes unrecorded in the CRM — a complete, centralised history is guaranteed.
- Instant fact retrieval: Any detail discussed weeks or months earlier — an email address, an order specification — is found in seconds, without relying on anyone's memory.
- Seamless cover during absences: A colleague can take over an in‑progress account without interrupting the client relationship — complete history immediately to hand.
It gives us a much more reliable and complete history. It's particularly useful when a file is taken over by a colleague — during absences, for example — or when you need to come back to an exchange several weeks or even months later. It’s a real plus, especially when several people are following the same account.
Thiago Figueredo
Key Account Manager, Marcy Paris
Requirements
- A customer communication platform that brings every client interaction into one place and runs in the browser, achieved with x‑bees from Wildix.
- Two-way synchronisation to automate data flow with no manual intervention.
- Activation of conversational AI features (transcription, automatic summaries and analysis) via Wilma, Wildix's AI.
- A stable, cloud infrastructure enabling real-time recording and processing of data.
Value Gained
- Increased productivity (40 hours/month): a substantial time saving, estimated at 40 hours of work per month for the whole team, reallocated to direct client relationships.
- Elimination of post-call admin: removal of 3 to 5 minutes of manual entry after each exchange, thanks to automatic note generation.
- Comprehensive documentation: assurance that every call is recorded and summarised in the CRM, even during peak activity.
- Frictionless service continuity: instant access to the complete history for every team member, easing cover and handovers during absences.
- Reliability of critical data: absolute accuracy on technical details (addresses, volumes, specific orders) thanks to text transcription, reducing the risk of human error.
- Improved employee satisfaction: reduced mental load on agents, freeing them to focus on active listening rather than note‑taking.
The solution has been provided by the Wildix Partner
- Prestige IT
- 24 Boulevard Saint Jacques, 75014 Paris
- +33145801111
- prestigeit.fr
