< 15 seconds
Call waiting time
At tiko, our priority is to maintain customer satisfaction and stay close to our users. And Ino makes that possible.
Discover the story behind the transformation in this exclusive interview with Aurore Flach, Head of Customer Care at tiko, and see how INO CX helped power a smarter customer experience.
tiko, part of the ENGIE Group, develops connected heating solutions that let users manage their home comfort remotely. Its mission: combine energy efficiency with intelligent, user-friendly technology.
With a growing customer base and seasonal demand spikes, tiko needed to scale its support operations. Legacy systems lacked the flexibility, responsiveness, and integration capabilities required to meet modern expectations.
Voice
Saleforce integrations; IVR
As a subsidiary of ENGIE, one of the world’s largest energy groups, tiko is on a mission to make smart energy simple. Their heating solutions allow users to control comfort remotely while optimizing consumption. But as adoption grew, so did the expectations around customer experience.
To keep up, tiko needed more than a product upgrade—they needed a new approach to service.
Before INO CX, tiko’s customer service was running into limits:
Wait times became increasingly difficult to manage during busy periods;
The legacy system couldn’t keep up with the growing volume of interactions;
Personalizing customer journeys was difficult;
And a lack of integration with Salesforce slowed down agents and created information silos.
It was clear: to continue delivering on its promise of comfort and control, tiko needed a more agile, connected contact center platform.
tiko turned to INO CX, attracted by its flexibility, deep Salesforce integration, and complete suite of smart contact center tools.
The platform was tightly connected to Salesforce, enabling the automation of key customer journey steps—like case logging, data updates, and follow-up actions—directly within the CRM.
A smart IVR system was rolled out to instantly route calls to the right teams or provide quick answers through self-service, helping streamline workflows and reduce handling times.
Thanks to personalized support from the INO team and a tailored onboarding process, tiko’s teams were able to adopt the new tools quickly and with confidence—maximizing impact while keeping day-to-day operations running smoothly.
The transformation was immediate and measurable:
40% decrease in wait times, bringing them under 15 seconds on average;
1 minute 15 seconds cut from average call handling times;
+5-point gain in call answer rate, improving customer accessibility and satisfaction.
These results meant one thing: more customers supported, faster and better—without adding headcount or compromising on quality.
tiko is now building on this momentum by exploring predictive features and advanced quality monitoring with INO CX. The goal? Anticipate customer needs, deliver proactive service, and continue leading the way in connected comfort.
