By launching Sodexo Live!, the group Sodexo wished to reaffirm its ambition in the world of sports, leisure, and events. A decision that allows for a significant broadening of the scope of the previous brand, Sodexo Sports and Leisure. The goal is to strengthen its identity in a market segment where the company is becoming an increasingly present player internationally.

In light of its rapid growth, Sodexo Live! has therefore wished to implement an effective customer relationship management tool to ensure high availability for its clients. Since 2007, the brand has trusted the solutions offered by ViaDialog to deploy and maintain optimal customer service.

1. A solution tailored to the objectives of Sodexo Live!‍‍

2. A rich and complete customer experience

3. An AI-based solution at the service of Sodexo Live!

   
   

The solutions offered by ViaDialog are very flexible and intuitive. The product adapts perfectly to our needs. Moreover, our advisors gain efficiency and comfort! The solution is perfectly suited for remote work, which is becoming the norm.
Dominique Chanon, Director of Sales Support

A solution tailored to the objectives of Sodexo Live!

Sodexo has experienced strong growth in the sports, leisure, and events sector, achieving a revenue of 1.7 billion euros between 2018 and 2019, prior to the health crisis related to Covid-19. The gradual return of events open to the public presents numerous opportunities in a market that is structurally growing.

Before its collaboration with ViaDialog, the brand wished to transform its telephone switchboard into a booking center: “We were looking for a suitable tool that would allow us to easily manage call flows and especially to track our service quality” explains Dominique Chanon.

He continues: 

"A general audit made us realize that we needed to create a suitable contact center. Once the specifications were drawn up, we studied the main players in the market, and ViaDialog immediately appealed to us with its attractive and competitive offers."

A rich and complete customer experience
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"With dynamic routing to advisors, ViaDialog enables us to intelligently manage call peaks. It is indeed important to equip our contact center with a suitable voice solution in order to master our flow and to have access to detailed statistics to optimize productivity and the customer experience!"

Indeed, the findings established in recent years are compelling:

• The number of customer emails received has doubled over the past 10 years;

• The group must handle more than 200,000 calls per year;

• The conversion of contact forms from websites has significantly increased the number of customer requests to handle;

• The phone channel remains the preferred channel for customers.
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"At Sodexo Live!, what we have seen evolve over several years is this impatience of consumers, across all channels. They expect immediate responses."

Indeed, consumer behavior has profoundly changed. And the implementation of suitable customer interaction management tools is today more essential than ever! "[…] Hence my interest in the solutions offered by ViaDialog: the faster we respond to the customer, the more certain we are of quickly securing a reservation."

Customer satisfaction represents undeniable assets for Sodexo Live!. The essential challenge is the feedback from customers through the quality of service offered beforehand, during, and post-event: feedback, word of mouth…

An AI-based solution at the service of Sodexo Live!

In addition to the flexible solutions offered by ViaDialog, the contribution of artificial intelligence to customer relationships is at the heart of our commitments. Indeed, AI primarily allows for a considerable time gain in processing customer requests, and it greatly complements human intelligence by enabling a more exhaustive analysis of data and the construction of predictive models of intentions and behaviors. The teleadvisor then becomes an augmented agent ! "The significant challenge of AI is also to assist in the added value brought by Humans. It is essential to place Humans at the center of customer relationships with the help of technology. And we realize this every day!"‍

continues Dominique Chanon.

Thanks to the deployment of solutions offered by ViaDialog, the brand has noted a genuine improvement in the working conditions of its teleadvisors.

ViaDialog in one sentence?

Availability and reliability. At Sodexo Live! we consider ViaDialog as a partner and not just a service provider.