ViaFlow helps Elogie-Siemp improve the quality of its customer service
The result of the merger between Élogie and Siemp, Élogie-Siemp is the3rd largest social landlord in Paris, managing nearly 28,000 housing units. Élogie-Siemp aims to meet the city's objectives in terms of social housing production and improving the quality of service provided to tenants.
As part of its approach to supporting tenants, the social landlord wanted to set up a modern, high-performance customer relations management tool to ensure high availability for its customers. The objectives are to better guide tenants in their requests, reduce waiting times and respond effectively to their needs. To achieve this, Elogie-Siemp chose ViaDialog's ViaFlow solution to maintain optimal customer service.
360° live customer vision
2. More productive agents thanks to ViaFlow
3. Dedicated personalized support
Location
Paris, France
Sector
Rental property
360° live customer vision
Before deploying ViaFlow, Elogie-Siemp had an old, outdated customer relationship management solution. As a result, the customer service department was faced with recurring problems of incomplete information feedback. The use of obsolete software made it even more difficult to process exchanges smoothly. What's more, supervisors were unable to monitor agents' work in real time using detailed statistics.
Faced with the challenges of digital transformation and the ongoing optimization of the customer experience, the social landlord for the city of Paris naturally chose ViaDialog's services.
Rapidly deployed, the ViaFlow solution immediately met Elogie-Siemp's expectations. Today, agents easily manage all customer requests by juggling between calls, while 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 ;
- Available or back-office agents...
More productive agents thanks to ViaFlow
" Our agents can now have live data thanks to the dashboard [...]. This allows them to adjust their calls in relation to the time spent with tenants. If they see that there are a lot of calls, they shorten them. Conversely, if there aren't many calls waiting, they can take their time and deliver a more qualitative call."
Indeed, ViaFlow's rich functionality and flexibility considerably improve the day-to-day work of our advisors. They gain in productivity and save time in the execution of their business actions. They avoid the incessant switching from one software package to another, or from one window to another, and gather detailed customer information, with rapid access to case histories.
As for supervisors, they become true conductors: they rely on this precious information to ensure daily monitoring and regulation of contact center activity. Thanks to the dynamic supervision module, ViaFlow enables them to provide considerable assistance to their advisors during a call.
Dedicated personalized support
Today, Elogie-Siemp's assessment is decidedly positive. Both in terms of customer service and benefits. ViaFlow has enabled the social landlord to take a real step towards an omnichannel approach. What's more, implementation of the solution has enabled us to significantly optimize flow management across all channels.
At ViaDialog, we offer customized support tailored to our customers' needs and objectives. Our teams supported Elogie-Siemp in implementing the solution, ensuring rapid integration, appropriate configuration and widespread adoption by agents. These key success factors are now enabling them to achieve the expected results. Proactivity, efficiency and proximity are the pillars on which the ViaDialog teams rely to ensure the success of the social landlord's customer relationship management.
" What I appreciate most about our collaboration is the human side. We have, opposite, a real contact who listens [...], is available and whom we've already seen several times! "
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