IDEHA chose ViaFlow to boost its customer relationship!

IDEHA, a public limited property management company, manages a portfolio of over 3000 social and private housing units and is part of the Economic Interest Group (GIE) ACG Synergies. In a sector where responsiveness and efficiency are essential, IDEHA recognized the need to modernize its customer relationship management to meet the growing expectations of its users and teams. To support this transformation, the company decided to implement a solution capable of ensuring optimal availability while seamlessly integrating with its existing systems.

A strategic collaboration to transform customer relations

In this context of growth and evolving needs, IDEHA opted for the solution ViaFlow. from ViaDialog. This strategic choice aligns with a clear objective: to modernize and simplify the management of interactions with users while ensuring a quick and personalized response to their requests. Thanks to its smooth integration with the Aravis ERP, its intuitive interface, and its flexibility, ViaFlow has become the central tool to support IDEHA's expansion and future projects.

Jonathan Saler, territory and client director at Ideha, explains:

"Our goal was to equip ourselves with a modern and efficient tool that could integrate with our Aravis ERP and meet the growing expectations of our collaborators and users."

It is in this context that ViaFlow, the customer interaction management solution from ViaDialog, was chosen.

Needs covered by ViaFlow

Before choosing ViaFlow, Ideha was looking for a solution capable of:

Integrating with their Aravis ERP, to ensure real-time client file updates.
Offering an intuitive ergonomics to facilitate adoption by teams.
Providing evolving features, suitable for a changing organization.
Addressing varied use cases, such as managing opening hours, on-call duties, and exceptional closures.

"We were looking for a powerful, scalable tool suited to our organizational needs. ViaFlow stood out due to its ease of use and flexibility in configuration," adds Jonathan Saler.

An optimized user and administrator experience

Since December 2022, Ideha teams have been using ViaFlow with satisfaction. Identified strengths include:

For collaborators: an ergonomic and intuitive interface that allows for rapid onboarding and smooth management of user requests.
For administrators: advanced customization options, such as configuring messages based on the age or gender of interlocutors, ensuring adapted and effective communication.

Moreover, ViaFlow supports specific uses, such as managing on-call duties and exceptional closures, thereby enhancing customer service continuity.

A successful implementation with tailored support

Ideha benefited from personalized support from ViaDialog:

Training of agents: practical sessions to ensure optimal use from the start.
Responsive support: a team available to respond quickly to necessary adjustments.

"ViaDialog supported us with great professionalism. Their team was responsive, whether for the initial setup or adjustments along the way," testifies Jonathan Saler.

Promising perspectives for the future

Ideha continues to explore the possibilities offered by ViaFlow, notably the use of advanced statistics and exporting data in CSV format, which will become strategic management tools.