The establishment of a single point of access

IRCEM, a social protection group managing several million clients, including domestic employees, childminders, and their employers, sought to modernize its contact center. Their teams needed a single point of access to handle both calls and emails, with the aim of improving productivity and customer satisfaction. After a tender process, IRCEM chose ViaDialog to address these challenges.

The challenges faced by IRCEM

• Centralize the management of customer interactions (phone and email) on a single tool

• Simplify the work of teams, whether they are working remotely or on-site

• Integrate the tool with existing IT systems via APIs

• Reduce infrastructure costs by abandoning traditional telephone equipment

The solutions provided by ViaDialog

ViaFlow, the customer interaction management solution from ViaDialog, was deployed in several phases within IRCEM. First for call management, then for email management, integrating all the company's services.

"We quickly deployed ViaFlow and, beyond the technical implementation, we rethought our entire internal organization. This project mobilized a dedicated team, which allowed us to review our management processes." - Frédéric Sannier, Director of D2I, IRCEM

ViaDialog also ensured a smooth transition to purely IP telephony, resulting in substantial savings for IRCEM by eliminating old T2 equipment.

The results

• Centralization of interactions: IRCEM's teams can now handle calls and emails through a single tool, thereby increasing their productivity and responsiveness.

• Enhanced customer satisfaction: Thanks to better flow in handling requests, IRCEM's clients enjoy a faster and more personalized service.

• Appreciated ergonomics: The intuitive interface of ViaFlow immediately appealed to employees, facilitating their adoption of the tool.

"The ergonomics of ViaFlow are simple, fluid, and easily configurable. This has been a real plus for our teams." - Claire Tetart, Local Manager, IRCEM

A solid partnership

ViaDialog supported IRCEM throughout the project, from the configuration phase to the production rollout. The ViaDialog teams remained fully engaged, ensuring daily follow-up and anticipating potential issues.

"The relationship with ViaDialog was smooth at every stage of the project. They were able to invest at all levels, and continue to respond effectively to our requests." - François Peyrodie, Deputy Director of D2I, IRCEM

The deployment of the ViaFlow solution has allowed IRCEM to significantly improve the management of its customer interactions, while enhancing the satisfaction of its employees and clients. The project continues to evolve, with close collaboration between IRCEM and ViaDialog.