How L’Oréal Manages Site Updates Across 100+ Websites

Vincent Bezard is Director at the Center of Excellence for L'Oréal Europe.

He oversees webmastering and merchandising for over 100 websites in the L’Oréal portfolio.

“On average, it takes one hour less for a bug to get resolved. The ROI for Marker is just ultra-positive.”

The challenge: managing hundreds of updates across multiple properties

Vincent and his team were losing hundreds of hours in bug reporting and resolution.

They struggled with huge PowerPoints, full of vague requests that lacked crucial details to fix bugs.

“We noticed that many reports were missing environment details and clear steps to reproduce issues, which made troubleshooting more challenging.”

Every day, non-technical teams would log on and start reporting various issues:

• Site updates
• Bugs & small change requests
• Product updates and launches
• SEO (content & technical)
• A/B testing
• Etc.

Cramming all these requests into a single unorganized PowerPoint often turned UAT into a nightmare.

Improving velocity and efficiency

This lack of structure needed to change.

Vincent needed his team to gain in velocity, efficiency, and quality.

“As you can imagine, managing numerous websites while juggling multiple tools and a massive PowerPoint filled with issues can be quite overwhelming and inefficient.”

Webmasters required up to a week to review bugs.

It was also difficult to track how quickly bugs were resolved since the entire PowerPoint was treated as a single task.

The solution: integrating Marker.io into an existing bug reporting process

The L’Oréal team uses Notion and Jira for their bug tracking activities.

But their previous intake form had dozens of different fields, discouraging people from reporting small bugs.

These bugs would then make it to production, causing more headaches for Vincent’s team.

“When reporting a bug takes more time than fixing it, it’s understandable that people sometimes think, ‘It’s probably nothing,’ and move on. Unfortunately, that’s how bugs slip into production. But with the Marker.io widget, it's much quicker—so reporters are more likely to share what they spot.”

Today, thanks to the ease of use of the Marker.io widget, the number of bugs reported in pre-production is much higher.

Improved velocity

Since implementing Marker.io, Vincent noticed improvements in two key areas:

1. More bugs are being reported.
2. They’re resolved faster.

“At the end of the day, we’re fixing the same number of bugs—but we’re doing it much faster. And we can also measure our capacity. We know that one Marker.io report takes about 30 minutes to resolve, whereas with PowerPoint, we had no visibility. It’s been a huge time saver.”

The best feature? The automatically captured session replay video.

When reviewing bug reports, the first step for Vincent and his team is to analyze the session replay video to easily understand the steps leading to the issue.

Widespread adoption from both technical and non-technical teams

On the webmaster side, Vincent’s team loves the briefs they receive from Marker.io—they are easier to process and contain a lot more detail than the previous briefs.

“All minor bugs and small site updates now go through Marker.io, and they represent about 17% of our total requests. It’s become an essential part of our workflow.”

And for reporters, it's much simpler too: just click on the widget, and start reporting.

Two demos and one training document were all it took for Vincent’s team to get started with Marker.io.

The results

Vincent hasn’t seen any complaints about Marker.io, nor has the tool been a blocker compared to previous, more traditional processes.

Fewer bugs make it into production, they are resolved faster, and the metrics are impressive:

• Developers resolve bugs 1 hour faster.
• The bug completion rate for Marker.io briefs sits at 98%, which is 3% above L’Oréal’s target.
• The tool is widely adopted by both webmasters and non-technical teams.

“We simply added Marker.io to the website, and the response has been great—people are genuinely happy with how easy it is to use.”