Using a new tool to switch 3 call centers to remote work within 1 day! A winning strategy for Fram

50

advisors from 3 services

1,5

days to switch advisors to remote work

Company

Fram is a French tour-operator.

Context

Tourism is one of the most affected sector by the COVID-19 crisis. Even before the lockdown announcement, Fram registered a big increase in the number of inbound calls linked to the crisis. When the lockdown was announced, the volume of calls exploded and Fram had to organize remote working for 50 of its advisors split into 3 different services, including the internal technical support team, which is very busy during this period.

Field of activity

Tourism

Channels

SMS, outbound calls

Keywords

WebRTC, omni-channel, support

Our company usually uses an on-premises tool, but it was impossible for us to switch to remote work while using this tool. So, we had to switch to a reliable and secure web tool. We naturally turned to our operator INO which publishes and distributes INO CX, an omnichannel customer interaction management web platform. The day after lockdown was announced, we activated an occupancy message, while the platform was set up. INO was very responsive and within one day we managed to make the 3 services operational! 

Renaud Marrache, CIO at Fram

Renaud Marrache, as FRAM’s CIO, how did you respond to the government announcement, and how did you organize remote work?

Our company usually uses an on-premises tool, but it was impossible for us to switch to remote work while using this tool. So, we had to switch to a reliable and secure web tool. We naturally turned to our operator INO which publishes and distributes INO CX, an omnichannel customer interaction management web platform. The day after lockdown was announced, we activated an occupancy message, while the platform was set up. INO was very responsive and within one day we managed to make the 3 services operational! 

Such a good performance! How did you proceed?

INO platform is full web and available in Web RTC. It convinced us that we could do something simple, flexible with a quick implementation.

So we recorded new voice messages and new voice scripts to adapt to new flows and to our advisors in remote.

From there, we created new users accounts and new real-time dashboards. The last point was essential to follow activity as the teams were spread.

Of course, we also created statistical and follow-up reports.

So it’s a new tool for your three-contact center! And you succeeded in training your advisors in just one day?

Exactly! The next day, with the INO team’s help, we trained the supervisors then the advisors (per small groups) through videoconference. INO CX is very easy to use and very intuitive!

INO also provided us a “getting started” guide for all users and trained the administrators.

We are very pleased with the results because just after 1 day and a half, all the advisors could work normally, from where they were working during lockdown and we could take a big volume of calls from our customers, respecting our objectives and quality of service.

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