# Use cases

> Sophie is looking for a sofa. Six acts, from the first doubt to a relationship that lasts: Camille, her advisor, welcomes her, advises her, hands over to Pedro at the showroom, and stays by her side after the purchase.

**Sophie is looking for a sofa. Here is what happens.** Six acts, from the first doubt to a relationship that lasts.

Illustrative use case.

## Act 1 — Sophie hesitates, Camille advises

A 30 m² living room, two sofas in mind. Camille asks questions, then recommends the Nesso, just as in a showroom.

- **Camille** : Hello, I’m Camille, your Maison Oriel advisor. How can I help you? Are you looking for a particular piece?
- **Sophie** : A sofa. I can’t decide, I’ve seen the Nesso and the Albera.
- **Camille** : Two beautiful pieces, but they live very differently. To advise you well: how big is your living room, and who uses it day to day?
- **Sophie** : 30 m², very bright. My husband, me and our two young children.
- **Camille** : I see. In such a bright room, I’d advise you to pay attention to the fabric: choose a UV-treated material that won’t fade. With young children, it also needs to stand up to everyday use. I recommend removable cushion covers, and a deep seat for family time. What do you think?
- **Sophie** : Yes, thank you for the advice. Which fabric and which model would you recommend?
- **Camille** : The Nesso, without hesitation. Its bouclé is UV-treated and copes very well with everyday life: the weave hides signs of wear, whereas the Albera’s washed linen quickly develops a patina and its cover doesn’t come off. The Nesso’s cover comes off entirely and is washable at 30 °C. Its comfort and proportions make it a true family sofa.

## Act 2 — Sophie chooses, but wants to see the fabrics

Sophie settles on the Nesso, but wants to see the colours and test its comfort.

- **Sophie** : I really like it. What colours does it come in? And I’d like to test how comfortable it is.
- **Camille** : It comes in twelve colours, all in very soft tones. As for comfort, I invite you to come and try it.
- **Camille** : To choose and touch the fabrics, I suggest you meet Pedro, our advisor at the Lyon showroom. I’ll pass your project on to him so he can prepare your visit. Here are his available times.

## Act 3 — Camille hands over to Pedro

An appointment at the Lyon showroom, booked in one click.

- **Sophie** : Tomorrow at 5 pm is perfect.
- **Camille** : Noted. I’m passing your project on to Pedro so he can prepare your visit.

## Act 4 — Pedro receives a sales-ready brief

Even before Sophie arrives, Pedro has her project, the pieces to prepare and a prepared cart.

Even before Sophie arrives, Pedro has the summary of her conversation with Camille, the pieces to prepare and a cart already prepared. He has everything he needs to welcome her and close the sale.

## Act 5 — Sophie buys

In the showroom, she tries the sofa, chooses the taupe and adds the rug.

In the showroom, Sophie tries the sofa, chooses the taupe colour and adds the Linosa rug.

- *In the showroom, Sophie tries the sofa, chooses the taupe colour and adds the Linosa rug.* — **Camille** : Hello Sophie, your order is confirmed: Nesso in taupe bouclé, matching Linosa rug, premium delivery. It will be delivered within three weeks, and I’ll let you know as soon as the delivery slot is set.

## Act 6 — And the relationship goes on

Care, new arrivals, a new project: Camille remains her contact, on every channel.

- *Ten days after delivery, at Sophie’s initiative* — **Sophie** : The sofa is perfect! How should I care for the bouclé day to day?
- **Camille** : Going over it once a week with a soft-brush vacuum attachment is enough, and the cover can be washed at 30 °C. I’ll send you the care guide.
- **Sophie** : Thank you Camille, you’re a gem.
- *Five months later, by email, at Camille’s initiative* — **Camille** : Hello Sophie, our winter collection has just arrived. Our new Bello cushions, in a burnt orange tone, would go beautifully with your sofa and your rug: the same softness, a little more warmth. They were a great success at the last Milan design fair. I’ll send you their presentation.
- *Eight months later, on WhatsApp* — **Camille** : Hello Sophie, in the spring you mentioned your dining room. How is that project coming along? Do you already have an idea of the kind of table you’d like? I’d be delighted to help you again.

Sophie replies, the advice conversation picks up again, and Camille sells her the table remotely the following month.

## What the brand gains

- Sophie was welcomed and advised. (The embodied advisor)
- Pedro closed the sale. (The augmented advisor)
- Customer knowledge grew richer. (Customer intelligence)
- The relationship produced two more sales. (The lasting relationship)