We met up with Vanina Poirier, Customer Service Director and Mickael Cormier, SRC Operational Manager at O2 Care Services.
calls per day
O2 Care Services, part of the Oui Care group, is a French specialist in personal services. Cleaning, ironing, childcare… O2 Care Services helps the whole family breathe a little easier!
Vanina Poirier and Mickael Cormier wanted to breathe new life into customer service. In 2020, the company put out a call for tenders. After analysing the offers, the company chose INO as its partner to develop its contact centre!
Voice, Outbound Campaigns, Email, CSAT
Customer experience, employee experience, rapid deployment, omnichannel, campaign automation, integration
“INO CX is one of the most agile and powerful tools I've tested. I also loved working with the staff, which are just great. I will recommend INO to all my peers for that alone!”
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The human touch and their customers are at the heart of the company’s values.
It was therefore both natural and essential for Vanina Poirier and Mickael Cormier to make the customer and employee experience strategic drivers within their department and to place these issues at the heart of their priorities.
With an aging customer interaction management system, the customer service needed a makeover. That’s when Vanina Poirier and Mickael Cormier made two observations:
(1) The first was that it was becoming necessary target different generations of the same family, who do not necessarily have the same preferences in terms of communication channels.
It was therefore essential to focus on new points of contact to meet these new demands.
2) The second was that the company’s interactions were not all centralised within a single solution. O2 Care Services’ customer service staff needed a comprehensive tool that integrates channels and facilitates communication with consumers, for better customer monitoring and increased overall satisfaction.
According to Vanina Poirier and Mickael Cormier,the customer experience and the employee experience go hand in hand: a seamless employee experience contributes greatly to an improved customer experience!
They were therefore looking for an intuitive, agile and user-friendly platform to facilitate the day-to-day management of customer requests. Among other things, the solution needed to be easy to master and be able to automate certain tasks in order to optimise the advisors’ work.
In 2020, O2 Care Services launched a call for tenders. After analysing the offers, the company chose INO as its partner to develop its contact centre!
INO staff supported O2 Care Services in the implementation and optimisation of the different communication channels: voice, email, outgoing campaigns and in the deployment of an enhanced CSAT (customer satisfaction) system.
But what made all the difference was that the INO CX solution was designed with a 100% customer-focused approach: it pulls together all communication channels and allows you control of interactions from A to Z through a single interface.
The use of INO CX has greatly simplified the day-to-day work of advisors and manytasks are now automated.
The INO teams were also able to work hand in hand with the technical support teams at O2 Care Services. They are now 100% trained in the INO CX solution and wear the “software administrator” hat.
In addition to being a complete solution that makes life easier for the advisors, INO CX is a solution that issimple to integrate with each company’s business tools thanks to its APIs.
One of the major challenges in this project was to integrate the INO CX solution, via APIs, with the company’s existing CRM. This integration made it possible in particular to feed the advisors’ click-to-call campaigns by enabling the collection of data for customers who asked to be contacted via the website.
INO’s statistical interface is one of the features that O2 Care Services customer service personnel most appreciate.
Today, Vanina Poirier and Mickael Cormier have access to key performance indicators, selected upstream from an extensive library. Thanks to these KPIs, they can ensure quality of service and monitor staff activity in real time, even those who work remotely.
Because of the lockdown situation, INO personnel had to show great flexibility to be able to put the solution into operation and train the O2 Care Services’ customer service staff within the set deadlines.
As a result, most of the contact centre staff were trained remotely and started using the tool from home.
A feat made possible thanks to the INO CX solution which was designed to be easy to use and is 100% cloud-based.
There have been a lot of changes within the O2 Care Services customer service team thanks to the INO CX solution. Vanina Poirier and Mickael Cormier quickly observed positive results:
In summary, for the customer service staff at O2 Care Services, Vanina Poirier and Mickael Cormier, INO is a simple, flexible customer interaction management solution that is implemented hand in hand with INO staff.
And it’s not over! Now that a real synergy has been created and solid foundations have been laid, there are many projectsstill in the pipeline.
Revamping of IVR, development of the email channel, implementation of a system of “tasks” for advisors… are all projects in the planning stages with, as ever, the aim of creating a quality customer experience and fully satisfying consumers.