The Mairie de Vincennes provides a wide range of public services. And, as taxpayers, their customers expect short wait times, discreet surroundings and professional staff who respond quickly and effectively.
Meeting these service promises was tough, especially when there was no common platform to manage telephone inquiries, email traffic and requests that came 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 optimize the use of of 22 agents. Now, requests are handled in standard, easy-to-track ways. Managers can assess individual agent and service performance based on real-time statistics. And the team smoothly absorbs peaks in activity.
"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