France Automatismes project: how to modernize customer relationship management

3

steps in the project

500

callbacks per month

Company

France Automatismes is a Toulouse-based company specializing in the online distribution of the motorization of gates, doors and shutters in France, which quickly understood how important is the quality of the customer service. Indeed, as the company’s online operations increased, contacts with customers became valuable interactions. In order to support its growth strategy, France Automatismes decided to improve its customer service to boost customers’ experience and satisfaction level. One major project for a growing SME whose resources always adapt to new needs.

Context

France Automatismes implemented a PABX solution to manage phone interactions with prospects,
customers and partners. But the company realized this system no longer met its needs. Indeed, as part of its commercial development, the company needed to have a holistic view of the interactions to better analyze its customer service performance. However, those features are complex to implement with a PABX solution.

Field of activity

Online distribution of gates, doors and shutters

Channels

Online distribution of gates, doors and shutters

Keywords

Phone, outgoing campaigns

We are very satisfied with the solution implemented. They allowed us to address with precision all our organizational issues and considerably improve our quality of service without recruiting. On top of that, this solution is very fast and very easy to implement and doesn’t require IT skills. Finally, the consultants’ team was really helpful.

Cyril Raynaud, GM of France Automatismes

Today, providing a quality customer service helps attract potential customers and retain existing ones. Indeed, for consumers, reaching a customer service easily and its responsiveness are essential in the purchasing process. For instance, contacting easily a customer service ranks in the top 10 of priorities for users of e-commerce websites.

France Automatismes implemented a PABX solution to manage phone interactions with prospects, customers and partners. But the company realized this system no longer met its needs. But the company realized this system no longer met its needs. Indeed, as part of its commercial development, the company needed to have a holistic view of the interactions to better analyze its customer service performance. However, those features are complex to implement with a PABX solution.

In order to meet these specific needs, INO implemented INO CX, a cloud customer interaction management solution, within France Automatismes customer service. The implementation was easy and fast, following 3 steps.

Step 1: creating a smart number and implementing an IVR.

First of all, INO helped France Automatismes implementing a special number in order to unify its customers’ requests. As a certified operator, INO was able to provide France Automatismes with a geographic number to consolidate its position as a Toulouse-based actor.

To better qualify the incoming calls, an interactive voice server has been created. The different divisions (technical assistance, after-sales service, administration and order tracking) were identified, and customer calls were better distributed. Thanks to its intuitive and 100% cloud services, the transition from the old system to INO CX solution was implemented quickly and without friction.

Step 2: observing and analyzing the performances of France Automatismes

During the first weeks, it was essential for the company to monitor in real time call volume, average waiting lines, hook rate, call schedules, overflows… All those metrics, monitored closely by the company, helped to better understand the customers’ needs.

Step 3: adjusting the service for a lasting improvement in customer service

Thanks to the INO CX solution, a first audit of the customer service situation was carried out. The statistics collected revealed that customers for the motorization of gates, doors and shutters reached out the company during very specific time slots. Thus, to take into account the needs of its customers, France Automatismes has rescheduled its resources and its services’ opening hours in order to optimize reception, without additional staff.

In addition, they observed that 10% of calls were followed by more than 5 minutes of waiting time. To improve customer experience, INO supported France Automatismes in implementing a callback system. As a result, all customers whose calls were unsuccessful are now called back. Around 500 callbacks per month are now managed by France Automatismes employees. As part of a growth strategy, this system has made a significant contribution to preventing the loss of potential customers.

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CREATING EXCEPTIONAL CUSTOMER RELATIONSHIP

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