Born from the merger between Élogie and Siemp, Élogie-Siemp, the third largest social landlord in the city of Paris, manages a property portfolio of nearly 28,000 homes. Élogie-Siemp aims to meet the city’s objectives regarding the production of social housing and the improvement of the quality of service provided to tenants.
As part of its tenant support approach, the social landlord wished to implement a modern and efficient customer relationship management tool to ensure high availability to its clients. The objectives are to better guide tenants in their requests, reduce wait times, and respond effectively to their needs. To this end, Elogie-Siemp chose to trust the ViaFlow solution offered by ViaDialog to maintain optimal customer service.
A 360° live customer vision
More productive agents thanks to ViaFlow
Dedicated personalized support
Thanks to ViaFlow, […] we have been able to improve agents' usage and have a better pick-up rate as well as better QoS. The tool is really clear and offers a very pleasant and intuitive visual layout!
Mathilde BRUSSIAU, Head of Tenant Relations
A 360° live customer vision
Before the deployment of ViaFlow, Elogie-Siemp had an outdated customer relationship management solution. The customer service faced recurring issues with incomplete information. The use of an obsolete software aggravated the difficulties in streamlining communication exchanges. Moreover, supervisors were unable to follow agents' work in real time using detailed statistics.
Faced with the challenges of digital transformation and the continuous optimization of customer experience, the social landlord of the city of Paris naturally chose the services of ViaDialog.
Rapidly deployed, the ViaFlow solution immediately met Elogie-Siemp’s expectations. Today, agents easily manage all customer requests while juggling between calls, and supervisors administer the solution with access to all statistics, all within a unified, clear, and intuitive platform:
QoS (Quality of Service)
Calls to be processed or in progress;
Agents on break or in communication;
Agents available or in back-office…
More productive agents thanks to ViaFlow
"Our agents can now access real-time data via the dashboard […]. This allows them to adjust their calls based on the time spent with tenants. If they see that calls are numerous, they shorten them. Conversely, if there aren’t many calls waiting, they can take their time and deliver a higher quality call."
Indeed, the functional richness and flexibility of ViaFlow significantly improve the daily work of advisors. They gain in productivity and save time in executing their business actions. This way, they avoid the incessant switching from one software to another, or from one window to another, and gather detailed information related to the client, having quick access to case histories.
As for the supervisors, they become real conductors: they rely on this valuable information to ensure daily monitoring and regulation of the contact center's activity. Thanks to the dynamic supervision module, ViaFlow allows them to provide considerable assistance to their advisors during a call.
Dedicated personalized support
Today, the assessment is decidedly positive for Elogie-Siemp. Whether in terms of customer service or the benefits drawn. ViaFlow has allowed the social landlord to take a significant step toward an omnichannel approach. Moreover, the implementation of the solution has greatly optimized the management of flows across all channels.
At ViaDialog, we offer tailor-made customer support, adapted to the needs and objectives of our clients. Our teams have been able to assist Elogie-Siemp in implementing the solution to ensure rapid integration, suitable configuration, and widespread adoption by agents. These key success factors now enable them to achieve the expected results. Proactivity, efficiency, and proximity are the pillars on which the ViaDialog teams rely to ensure success in managing the social landlord's customer relationships.
What I appreciate most in our collaboration is especially the human aspect. We have a real contact person who listens to us […], available and whom we have already met several times!
