For French vehicle insurer, L’olivier – assurance auto the contact center is a vital business driver for everything from outbound sales to claims handling and specialist vehicle coverage. However, a hard-to-scale IT infrastructure diminished customer experience and prevented the team from maximizing learning and plans for effective contact handling.
Moving to the Genesys PureCloud® platform provided advanced routing, real-time reporting and a path to unify email, chat and social interactions—all for a per-user monthly price.
Agents now feel empowered and work efficiently, switching effortlessly between inbound and outbound tasks. Managers have real-time data at their fingertips and can measure so much more.
Most issues are resolved first time and abandonment calls have dropped from 18% to 3%.
Routine jobs, such as loading data for sales campaigns, are automated and less time-consuming. The IVR system invites customers to rate their experience, which consistently exceeds 90% for satisfaction.
Benefits
- Maintains 90% customer satisfaction rates
- 15% reduction in abandonment rates, from 18% to 3%
- Improved efficiency and first contact resolution
- Future integration of channels and operations
Challenges
- Raise agent performance and improve customer experience
- Facilitate collaboration and information sharing
Solutions
"Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best—provide great service and build relationships."
Mariama Guiro, Head of Project Customer Service, L’olivier – assurance auto