Established in Saint-Louis-lès-Bitche (Moselle) in 1586 and now owned by the Hermès group, Cristalleries de Saint-Louis is the oldest crystal factory in France. The company is specialized in the production of crystal pieces for tableware, decoration, lighting and furniture. This high level of traditional know-how is now prized internationally. The company still produces in Moselle but nearly 80% of its sales are in the United States and China and almost exclusively uses air freight, as a matter of luxury.
In 2021, Cristalleries Saint-Louis chose OVRSEA for several reasons: the prestigious manufacturer was looking for a freight forwarder able to offer a personalized follow-up and a tool able to centralize data and tracking. The objective is to obtain maximum visibility on shipments, but also to save time and energy by simplifying the human relationship with the forwarder. Before that, the SME said it was struggling with an excessive dispersion of information and contacts.
For Cristalleries Saint-Louis, access to the OVRSEA platform has been a real turning point in the management of their transport, bringing unprecedented fluidity and simplicity. Five people in the customer service department use it. It is for them the unique digital space of centralization of all the data and the relations with OVRSEA. It has put an end to the inflation of e-mails and the risk of losing information between contacts.
Until now, the company had difficulty retrieving certain documents, particularly the final EXA in exit status, the customs declaration documents that are essential to justify the export of goods outside the European Union. Now, the team has access to the vast majority of its EXAs within a few days, whereas in the past it had to wait more than a month.
We used to always feel like we were chasing our freight forwarder. Now, all the information is available instantly or almost instantly on a very intuitive platform.
Sandra Aufsatz, Customer Service Manager Singapore, Japan, Australia and UK @ Cristalleries Saint-Louis
For Cristalleries Saint-Louis, OVRSEA's digitalized approach has also revolutionized quotation management. Now, the company fills out its requests on the platform in less time, as data entry is made easier. With its previous freight forwarder, the team had to make the request by email, detailing all the requirements. The processing time could be up to 72 hours, whereas OVRSEA provides a response in 24 hours maximum, with several proposals as opposed to one in the past.
As soon as there are changes in shipments, we are immediately informed and the quotations are modified. Nothing is static, OVRSEA is very responsive and fluid.
Sandra Aufsatz, Customer Service Manager Singapore, Japan, Australia and UK @ Cristalleries Saint-Louis
The traceability of goods from the factory to the final destination was a great expectation of Cristalleries Saint-Louis. OVRSEA's tracking tool allows all team members involved to follow in real time all shipments to Asian destinations. For each shipment, they have immediate access to the references of the associated pallets or to the Airway Bill (AWB).
The traceability and transparency of the solution have generated significant time savings and improved relations with customers at the end of the line. In the world of luxury, being delivered on time and knowing where your goods are at all times are essential requirements. Thanks to this contribution, Cristalleries Saint-Louis can quickly inform and reassure their customers.
In the past, we knew when it was going out but never when it was coming in. The tracking function has been totally used by the teams and the customers.
Cindy Laurent, Customer Service Manager Hong Kong & Middle East @ Cristalleries Saint-Louis
Personalization and quality of service are at the heart of OVRSEA's approach. As for each customer, Cristalleries Saint-Louis has a dedicated contact person. A guarantee of reactivity and anticipation. OVRSEA tries to anticipate any potential operational complication and advises its customer accordingly. Between the weekly newsletter "The Merchant" and the personalized phone calls, the team receives regular clarifications and advice.
This partnership of trust has concrete repercussions. For example, it was expressed in the spring of 2022 during the generalized lockdown in Shanghai. Anticipating the blockades, OVRSEA cancelled the shipment without delay and gave Cristalleries Saint-Louis 20 days of free storage in Paris, before bringing the goods back home. OVRSEA also provided advice on documentation for the transport of dangerous goods, as some of the Manufacture's lights are equipped with lithium batteries.
OVRSEA informs and advises us very quickly in case of difficulties or changes in regulations. We are never left out in the cold and are always listened to when we express our problems.
Cindy Laurent, Customer Service Manager Hong Kong & Middle East @ Cristalleries Saint-Louis
In the end, the double technological and human approach woven by OVRSEA was able to meet many expectations of Cristalleries Saint-Louis. Reactivity, simplicity and operational advices allowed to simplify considerably the management of all their shipments to Asia.
