L’olivier

For French vehicle insurer, L’olivier – assurance auto the contact centre 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 maximising learning and plans for effective contact handling.

Moving to the Genesys Cloud^TM 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 during the first interaction 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

Product

• Genesys Cloud

Solutions

• Inbound
• Outbound
• IVR
• Self-Service
• Email
• Chat
• Social
• Workforce Optimisation