50
advisors from 3 services
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!
Founded in 1949, FRAM is a leading French tour operator renowned for its all-inclusive holiday packages and popular brands like Framissima and Club Jumbo. With a vast network of agencies across France, FRAM offers a wide range of travel options, from beach resorts to cultural tours, catering to diverse traveler preferences.
Tourism was hit hard by COVID-19, and Fram saw a surge in inbound calls. To manage the volume, the company quickly transitioned 50 advisors across 3 services—including internal tech support—to remote work.
SMS, outbound calls
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!
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.
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.
