For over 40 years, Bateaux Parisiens has been organizing cruises on the Seine, introducing Paris to 3.5 million travelers each year. To meet the diverse needs of its clientele consisting of tourists, Parisians, and businesses, an advanced strategy in customer relations is essential.

Optimization of Customer Request Processing
Upon joining Bateaux Parisiens, Dominique Chanon, the reservations director, faced a manual system without a voice server. He quickly collaborated with ViaDialog to implement an IVR (Interactive Voice Response) to quantify calls and improve their routing. “We aimed to have a reliable and secure tool that enhances our quality of service,” he explains. With 95% of incoming calls, ViaDialog's contact center solution was ideal for managing these calls intelligently.
This system has helped to streamline traffic and improve overall performance through better knowledge of call flows and peaks. Advisors can thus adjust their speech and approach. Meanwhile, screens displaying traffic allow advisors to inform themselves and manage their work, facilitating management and oversight.

Distinct Relational Approaches
The implementation of ViaDialog solutions has allowed for the development of different relational approaches depending on the audience: regular customers benefit from a multilingual management mode on the IVR, while tourism professionals and businesses are directly connected with an advisor via an ACD.
Other solutions such as phone pre-booking and web callback have been deployed to improve service quality. For example, customers can select their service through a series of questions on a self-service IVR and be called back by an advisor to confirm their reservation. The web callback allows customers to contact an advisor with a simple click as soon as they enter the booking tunnel.

A Fruitful and Sustainable Collaboration
The implementation of these tools and automated processes has not only improved customer request processing but also facilitated the work of advisors, making them more autonomous. The booking center has recorded growth of 10 to 15% depending on the services. Dominique Chanon emphasizes: “Unlike other more rigid structures where one ends up stuck with a product, with ViaDialog, the product adapts to us.”
For six years, the collaboration between Bateaux Parisiens and ViaDialog has continued, thanks to the quality of service and flexibility of ViaDialog, which have significantly improved customer relations and the performance of Bateaux Parisiens.