With 4 million customers, Matmut is a leading insurance group in France. It offers a broad spectrum of products and services in property and casualty insurance, health insurance, loans and wealth management while handling millions of existing contracts. “All of these products and services target different professions, but the common denominator is the relationship we have with all of our customers, whether they’re individuals, independent professionals or companies,” said Fabrice André, Program Director, Transformation of the CRM Group at Matmut.
With 6,400 employees — more than 4,000 of whom are directly involved in customer experience — Matmut has embarked on a big project called “SMART” to transform its customer journeys and offer its customers a more personalized relationship. Launched three years ago, this project involved overhauling the insurer’s CRM system and agent workstations.
This transformation required an all-in-one contact center solution that would enable Matmut to pool internal skills so it could manage tasks relating to contract formation, renewals and claims. It chose the Genesys Engage™ on-premises solution to orchestrate its customer experience flows.
“We currently have 2,800 employees — stakeholders in customer experience who are spread over our 480 local branches — and four contact center platforms. These platforms all work on the same Genesys system to address all stages of the life of a contract, from the marketing of insurance contracts to their day-to-day management. And the deployment of Genesys Engage functionalities is expanding to nearly 600 employees who specialize in compensation processing,” said André.
When the Genesys solution is extended to other Matmut business units, more than 4,000 employees will benefit from its omnichannel capabilities.
“We have always wanted to work omnichannel within the Matmut Group,” added André. “Thanks to the Genesys solution, we can apply this strategy by maximizing the connections between digital and telephone flows, for example.”
“It is because we are committed to a big transformation project for our group that we have chosen the Genesys solution,” said André. “Whether it is physically welcoming customers or managing internet or telephone flows at the front or back office, we want all internal stakeholders to benefit from a robust and shared solution that handles all flows.”
Pooling flows to strengthen agent efficiency
At the heart of the SMART project was the desire to gain a 360-degree view of customers. In executing this global overhaul, Matmut integrated its Salesforce CRM system with Genesys to facilitate seamless access to customer information.
The company’s information system has historically been built on specialized solutions by channel (such as Alcatel on IPBX voice) or on internal developments, such as cold-flow management. So, Matmut didn’t have an omnichannel business software package to easily manage activity across all its channels. Its employees often lacked visibility into communications flows.