Partélios chose ViaFlow to manage its omnichannel customer relationship.

The Partélios Group is a housing ensemble acting at all levels of the residential pathway, from social renting to assisted ownership. It builds, rehabilitates, and sells new, old, and building land.

In response to the increased development of its services and to support its ambitious development plan, the group wanted to establish an effective customer relationship management tool to ensure high availability to its clients. To do this, Partélios chose to trust the solutions offered by ViaDialog to deploy and maintain an optimal customer service.

A tailored support for a successful customer relationship
An effective management of customer interactions for optimal processing in all contexts
A functional richness serving an omnichannel customer relationship

ViaDialog, through the ViaFlow solution, quickly adapted to our requests and our pace throughout the implementation of the tool: from design to production.

Meryam TADBIRT, Head of Customer Relationship Service

A tailored support for a successful customer relationship

With the creation of a customer relationship service, Partélios wished to deploy and implement a user-friendly tool for agents and supervisors, on which they could rely to significantly improve user satisfaction, particularly by avoiding call peaks. Given the challenges of digital transformation and the continuous optimization of the customer experience, Partélios naturally chose ViaDialog.

Before its collaboration with ViaDialog, the brand wanted to transform its telephone switchboard into a real platform natively integrating all channels of interactions with its users: "We moved from a simple switchboard with a few people tasked with transferring calls […] to a real comfortable omnichannel customer relationship service with more tele-advisors spread over several agencies", explains Meryam Tadbirt.

She continues: "Moreover, ViaDialog has perfectly supported us in a personalized way, from the design of the ViaFlow solution to its production. We had a specific need for visibility and tracking of our collaborators, ViaDialog quickly adapted and offered us a custom-developed solution, in record time, meeting our initial need."

An effective management of customer interactions for optimal processing in all contexts. "Among the broad functionalities of ViaFlow, we particularly highlight the intelligent distribution of calls to our customer relationship officers. For example, having detailed visibility over all outgoing and incoming calls, call durations, transfers… provides real comfort in our service management and allows us to better identify customer dissatisfaction."

And the cited benefits are numerous:

Reception of user requests on all channels;
Gathering and recording of information;
Real-time supervision and detailed statistics…

Thus, continuing the collaboration and with a desire to offer an optimal customer experience, Partélios underscores the importance of using the ViaFlow solution in remote work. Indeed, the health crisis we are going through has brought new constraints to which customer relationship professionals had to rapidly adapt. "It is essential that we can operate autonomously on the platform to adjust our needs […] With ViaFlow, no need to worry, even from a distance, we continue to fully meet our commitments to our users and we continue to respond to their exceptional requests under all circumstances!"

An abundance of functionality serving an omnichannel customer relationship

Thanks to the deployment of ViaDialog solutions, Partélios has noted a real improvement in the working conditions of its collaborators. The group has taken an important step in evolving towards an omnichannel approach to better understand and manage its users' requests.

With ViaFlow, Partélios can now leverage all customer relationship channels by managing all interactions within a single interface offering a live 360° view.

"Continuing with the project, we plan to explore more functionalities of ViaFlow […]. Our collaboration will certainly be further developed with ViaDialog."

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