Partélios chooses ViaFlow to manage its customer relations within a single interface
The Partélios Group is a housing developer acting at all levels of the residential process, from social rental to assisted access. It builds, rehabilitates and markets new and old buildings and building plots.
Faced with the increased development of its services and to support its ambitious development plan, the group wished to put in place an effective customer relationship management tool to ensure high availability for its customers. For that, Partélios chose to trust the solutions proposed by ViaDialog to deploy and maintain an optimal customer service.
Tailor-made support for a successful customer relationship
2. Efficient management of customer interactions for optimal processing in all contexts
3. A wealth of functions for an omnichannel customer relationship
Location
Caen, France
Sector
Rental property
Tailor-made support for a successful customer relationship
With the creation of a customer relations service, Partélios wanted to deploy and implement an easy-to-use tool for agents and supervisors, on which they could rely to considerably improve the satisfaction of their users, in particular by avoiding call peaks. Faced with the challenges of digital transformation and the continuous optimisation of the customer experience, Partélios naturally chose ViaDialog.
Before collaborating with ViaDialog, the company wanted to transform its telephone switchboard into a real platform that natively integrates all channels of interaction with its users: We went from a simple switchboard with a few people in charge of transmitting calls [...] to a real comfortable omnichannel customer relations service with more teleconsultants spread over severalagencies," explains Meryam Tadbirt.
It continues: "Moreover, ViaDialog accompanied us perfectly in a personalised way, from the design of the ViaFlow solution to theimplementation. We had a specific need for visibility and monitoring of our employees, ViaDialog quickly adapted and offered us a
solution developed to measure, in record time, meeting our initial needs.
Efficient management of customer interactions for optimal processing in all contexts
" Among the broad functionalities of ViaFlow, we retain particularly the intelligent distribution of the calls towards our customer relations managers. For example, the fact of having a detailed visibility on the whole of the transmitted and received calls, the times of calls, the transfers... offer a true comfort in our management of service and make it possible to better determine the dissatisfactions customers.
And the benefits cited are many:
- Receiving user requests on all channels;
- Feedback and recording of information ;
- Real-time monitoring and detailed statistics ...
Thus, in the continuity of the collaboration and in a will to offer an optimal customer experience, Partélios underlines the importance of the use of the ViaFlow solution in teleworking. Indeed, the health crisis that we are going through has brought out new constraints to which the customer relations professionals had to adapt very quickly.
" It is essential that we can intervene autonomously on the platform to adjust our needs [...] With ViaFlow,there isno need to worry anymore, even remotely, we continue to fully respect our commitments to our users and we continue to respond to their exceptional requests in all circumstances!"
A wealth of functions for an omnichannel customer relationship
Thanks to the deployment of ViaDialog's solutions, Partélios has noted a real improvement in the working conditions of its employees. The group has taken an important step in the evolution towards an omnichannel approach in order to better understand and manage the requests of its users.
With ViaFlowViaFlow, Partélios can now exploit all the channels of the customer relationship by managing all the interactions within the same interface offering a 360° live vision.
"In the continuity of the project, we plan to explore more functionalities of ViaFlow [...]. Our collaboration will most certainly go further with ViaDialog."
ViaDialog in one sentence?
"An efficient service and a team that listens: we have built a solid professional relationship based on trust and exchange!"
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