A quick, successful integration, increased autonomy for its employees, and drastically improved service quality!

ViaSanté is the leading mutual insurance provider in the Pyrénées Orientales and Aude regions of France, with over 150,000 policyholders. Health has always been at the heart of ViaSanté's business. The company offers a range of health insurance packages for both individuals and companies, life insurance, accident and disability policies to protect families, as well as a range of healthcare and service offerings, including opticians' shops, hearing centres, homes for the elderly and dental offices.

Going from an outdated, restrictive system to a flexible, intuitive system

In 2009, ViaSanté was using an obsolete telephony system under a maintenance agreement that was about to expire. This led the company to look into a new solution for managing inbound calls. There were many players in the market and the choice between a purely "factory-made" solution, such as that used before, or a software solution, independent from the telephony system, was not easy. Based on the recommendations of a consulting firm, the company met with several providers (manufacturers, software developers, systems integrators) to compare their proposals.

The main objectives identified by the Marketing Department (in regard to the operational aspects of the system) and the IT Department pertained to functionality, flexibility and intuitiveness. User autonomy, in particular, was a decisive factor. The former platform, which was difficult to manage on a day-to-day basis, forced Sophie Chardonnet, Manager of the remote Customer Relationship Division within ViaSanté, to regularly contact the provider whenever she wanted to make the slightest change to the system, such as changing a message or modifying a script. This involved having to wait for the changes to be implemented (anywhere from a few days to several weeks) as well as paying a service fee.

The decision was made to choose the Kiamo solution by Conecteo, proposed by the systems integrator (Spie Communications), because it met each and every one of the objectives identified by ViaSanté. The ability of the tool to give users—and especially supervisors—complete autonomy played a key role in this decision.

Kiamo, the intelligent solution for inbound call distribution

The implemented Kiamo solution consolidates all inbound calls and distributes them to the remote agents in an intelligent manner, taking the knowledge and availability of each agent into consideration. The solution also makes it possible to manage outbound telephone campaigns.

All inbound calls are directed to a main team located in Perpignan, France. This team is made up of 17 agents, one supervisor and one assistant. Seven of these agents respond to calls from policyholders and those covered by national insurance plans. The ten others focus on prospecting and also work on outbound telephone campaigns.

If a call requires special research (consultation of the archives, an additional call, response not known), it is transferred to the "relay" call team in Carcassonne, France. This team is made up of six agents and one supervisor, possessing "level two" skills.

A third platform based in Perpignan is dedicated to responding to the questions asked by health care professionals (nurses, physicians, clinics, etc.). Four specialized agents, supervised by a manager, respond to these queries and also handle tasks that are more specific in nature. Other employees handle the back-office tasks.

Successful integration and a positive impact on service quality

Kiamo was integrated seamlessly in December of 2009. According to Sophie Chardonnet, "The solution was integrated quickly thanks to the quality support provided by Conecteo's project teams and to how fast the internal teams mastered the platform." Users mastered the new tool rapidly. Even the specialized agents working within the third platform, who had never used the old system, were very receptive to Kiamo.

The improvement was especially clear to supervisors. The solution gives them the ability to monitor the call centre in real time. They have a precise picture of the centre's performance at any given time. They can modify scripts, instantly adjust the system and take any necessary corrective actions by themselves, without having to call on an outside provider or the IT department.

« With the old system, a specific tool for gathering ACD statistics had to be developed internally. It took a long time for this tool to actually be implemented. We worried that we would have to do the same thing with Kiamo. We reviewed all of the statistics that we would need to avoid having to make specific requests at a later date. In the end, we realized that the statistics that come standard in Kiamo met all of our needs! We are able to obtain all of the numbers we need right away—this was impossible before due to lengthy, complicated calculations. Since we don't have to worry about these technical aspects any more, supervisors have gained precious time, which they can dedicate to their teams. That's where we see its true value added, » adds Ms Sophie Chardonnet.

Deployment of the Kiamo solution had an immediate impact on service quality: the number of calls taken increased automatically by five percent. Management gained better insight as « …supervisors have the indicators necessary to improve the performance of remote agents, who are now able to make decisions related to ongoing calls thanks to the real-time information provided by the system. Kiamo is a true decision support tool that allows team members to take charge of their duties. »

Moving toward communication with the CRM and email management in the near future

ViaSanté has a number of upgrades planned for the future, such as the implementation of Kiamo Contact forms, a Scripting Agent tool included as part of the standard Kiamo system. « We are experimenting, on our own, with communication between Kiamo and our CRM to enable a customer's data to display automatically on the agent's workstation. We hope to use this feature to conduct automated outbound call campaigns, », explains Ms Chardonnet.

« We also hope to expand our system to handle email: this will help us boost the professionalism of our approach—like we are already doing for the telephone channel—organize email distribution in an intelligent manner and include email-related data in our statistics. ».

About Conecteo

As a leading publisher of integrated Customer Interaction Management solutions for companies and customer contact centres, we offer our customers innovative software solutions that allow them to take charge of how relationships are handled.

By improving their responsiveness, these organizations can easily adapt to a constantly changing environment and offer their customers unparalleled service quality, distinguishing them from their competition. Conecteo is known for its practical approach to quality customer relationships—we focus on providing user-friendly solutions that are designed with the company's current and future needs in mind. Conecteo is committed to providing its customers flexibility, accessibility and cost control.

A Deloitte Technology Fast500 EMEA winner, Conecteo draws on a strong team to support its growth and sustainability. We have developed a unique area of expertise in the establishment of customer contact centres for both large corporations and government agencies in a wide variety of fields.

Companies of all sizes and types put their trust in Conecteo:

La Banque Postale, Société Générale, Arkéa Group, Amaguiz (Groupama), Lybernet Assurances (Covéa Group), Suravenir Assurances (Crédit Mutuel), Smartbox, Rentokil, Yves Rocher, Conseil Général de la Manche, Conseil Régional d'Aquitaine, Grand Lyon Habitat, Flandre Appels, Afone, Bell Benin Communications, etc.

More information : www.conecteo.fr

Press contact:

Catherine Marquèze – Marketing and Communication Director, Conecteo
+33 (0)5 47 48 33 26 – communication@conecteo.fr