How Pau Béarn Habitat transformed the management of its customer interactions thanks to ViaFlow?
By centralizing all customer interactions and providing efficient tools for agents and supervisors, the social landlord significantly improved the effectiveness of its contact center.
Pau Béarn Habitat, created in 2019 from the merger of Béarnaise Habitat and the Office Palois de l'Habitat, manages 9000 social housing units and develops real estate promotion projects. Their customer relationship center handles all incoming communication flows, with over 60% of these flows coming from telephony, totaling approximately 8000 calls per month.
The challenges of Pau Béarn Habitat
Pau Béarn Habitat aimed to enhance the quality of its customer service and modernize its management of telephone calls by establishing an efficient customer relationship center and a unique call number, "My Direct Line".
ViaFlow: The complete solution for optimal management
ViaDialog proposed ViaFlow, a complete CCaaS solution to meet the needs of Pau Béarn Habitat:
A unique and centralized solution: ViaFlow centralizes all customer interactions, whether they come from telephony, email, or other communication channels. This solution provides an intuitive and efficient interface for agents as well as a detailed dashboard for supervisors.
Effective management of peak activity: ViaFlow includes an overflow group to manage activity peaks, ensuring continuity of service even during high demand periods.
Intuitive and efficient dashboard: The ViaFlow Dashboard allows for a concise visualization of the call center's activity, including the number of calls waiting, the number of calls in communication, the average wait time, and the status of agents.
Quick and efficient onboarding: The production rollout took place in just three months due to the intuitive ergonomics of ViaFlow and the constant support from the ViaDialog team. Customer service advisors quickly adopted the clean and intuitive interface.
Centralization and simplification of interactions
ViaFlow enabled the centralization of all customer interactions in one place, facilitating the management and tracking of communications. Real-time management and the display of queues allowed advisors to work more efficiently, thus increasing customer satisfaction.
Advanced features for optimal management:
The file retrieval allowed for welcoming customers in advance if they are already referenced in the database.
The postcoding replaced the auxiliary tool, thus simplifying the work of the advisors.
Relevant indicators for improved supervision: ViaFlow offers numerous indicators that help supervisors improve practices and optimize the quality of responses.
Training and personalized support: ViaDialog provided remote training aimed at key agents and concerning the exploitation of statistics, allowing for effective knowledge transfer and optimal use of the platform.
Towards new communication channels: Pau Béarn Habitat plans to develop new communication channels, including SMS, chat, and email, as well as to embark on outbound calling campaigns. They rely on ViaDialog to support them in these future projects.
The integration of ViaFlow by ViaDialog has significantly improved Pau Béarn Habitat's management of its customer interactions. With a centralized solution and efficient tools, ViaFlow has met the specific needs of Pau Béarn Habitat, thus optimizing efficiency and customer satisfaction.
