45
contact center agents
INO GLOBAL embodies professionalism, responsiveness, and a client-focused approach. I particularly appreciate their close support and ability to listen to client needs. The project with INO CX enabled us to successfully transition to hybrid work, and the statistics and reporting features have greatly improved our ability to manage our team effectively.
UMR, a French company specializing in retirement savings, offers individual retirement savings solutions and supports its members throughout their retirement planning. In addition to account management services, UMR addresses tax-related inquiries and more, all within a commitment to providing top-tier member experiences.
In 2020, UMR initiated a call for tenders to modernize its contact center infrastructure in response to evolving needs, intensified by the COVID-19 pandemic. INO CX was selected to support this transformation.
Voice, email
CRM integration, remote work, reporting & statistics
UMR, a well-known French company specializing in retirement savings contract management, has always stood out for its commitment to service quality. However, the organization faced a major challenge with its outdated, on-premise telephony system. The COVID-19 pandemic only worsened the situation, limiting phone access and disrupting work processes.
To address this, UMR made the strategic decision to migrate to INO CX after a public tender process, with the goal of optimally managing all interactions with its members, staff, and distributors through its Member Relations team.
This transition marked a key milestone in modernizing UMR’s telephony infrastructure and adapting to evolving operational needs.
The move to INO CX was driven by the need to ensure flawless service continuity—even during remote work periods. As UMR’s employees gradually adopted a hybrid work model, working partly from home, INO CX became the foundation of this transformation. The 100% cloud-based platform now enables teams to operate with equal efficiency, whether in-office or remote—ensuring seamless operations and reinforcing member satisfaction.
INO CX integrates smoothly with UMR’s CRM system, Efficy. This synergy has revolutionized how member interactions are managed, providing transparent, efficient tracking of every request. Each interaction is now recorded, analyzed, and handled consistently—giving teams a complete view of each member’s needs and preferences.
“In today’s digital age, telephony remains a key communication channel for many businesses. Integrating telephony with CRM increases productivity and simplifies client relationship management—especially through unified data. The INO CX and Efficy CRM integration was a natural and successful choice for our shared clients and their growth.”
— Nathalie Galliot, Sales Director France, Efficy
UMR selected INO CX based on essential criteria—including the reliability of INO GLOBAL as a telecom operator. This provided unified communication management and enhanced security.
This strategic choice proved critical when a fire in UMR’s parking area disrupted on-site operations. Thanks to INO CX’s robustness, UMR was able to resume operations quickly, minimizing the impact on service continuity. The platform’s ability to ensure secure, uninterrupted communication further strengthened UMR’s confidence in this comprehensive solution.
UMR chose INO CX not only for its technical performance, but also for the attentive, responsive support from the INO team. Deployment was completed with impressive speed, and the ongoing guidance was exceptional. Regular communication and quick responses to specific needs were key to the project’s success.
The successful transition to INO CX allowed UMR to overcome modernization challenges while maintaining high service levels for its members—even in a constantly changing work environment. The platform’s advanced statistics and reporting tools have significantly improved team management and performance tracking.
UMR plans to continue its fruitful collaboration with INO, particularly by exploring opportunities related to artificial intelligence. One ongoing discussion involves the implementation of an intelligent knowledge base—a project that will further enhance UMR’s service capabilities and help maintain its position at the forefront of customer service innovation.
