The Mairie de Vincennes provides a wide range of public services. And, as taxpayers, its customers expect short waiting times, discreet surroundings, and professional staff who respond quickly and effectively.

Meeting these service promises was tough: especially when there was no common platform for managing telephone enquiries, email traffic, and requests coming through the website and other channels. So, citizens frequently had to travel to several offices, sometimes to produce the same documents at each.

Genesys helped identify more than 70 different customer journeys, maximize process efficiency, and optimise use of a pool of 22 agents. Now, requests are handled in standard, easy-to-track ways. Managers can now assess individual agent and service performance based on real-time statistics. And the team can smoothly absorb peaks in activity.

Benefits:

  • Citizen needs fulfilled via a central point, saving travel time/expense
  • Better all-round experience with faster service
  • Performance tracked and measured using real-time statistics
  • Greater opportunity for agents’ personal development

“The benefits go way beyond what we originally anticipated. We can automate workflows and plan our resources more easily. So, queue times are shorter, and customers are served sooner.”

Laetitia Henry
Director of the Unique Welcome Centre
Mairie de Vincennes

Challenges

  • Complex administration
  • Long wait times
  • Tied-up municipal services