Success stories
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As part of the restructuring of its overall customer relationship strategy, Electricité de Strasbourg set out to strengthen its digital service solutions in a sector facing an unprecedented crisis.
With a continuous rise in inbound contacts and increasingly complex cases to manage, accelerating the company’s digital transformation became essential. The goal: to empower customers with greater autonomy while easing the workload on internal teams.
In this context, ÉS chose to rely on a conversational orchestrator to streamline customer journeys, enhance both the client and agent experience, and boost the performance of its customer service center.
Always striving for innovation and keen to project a modern image of the company through its customer service, ÉS is no stranger to digital transformation.
A first step toward digitizing the customer relationship was taken five years ago with the implementation of a visual IVR in partnership with DialOnce. The goal at the time was to capture part of the incoming call volume and redirect it to digital channels for self-care resolution.
"We were captivated, at the time, by the highly innovative nature of DialOnce's omnichannel orchestrator. This allowed us to significantly improve our reachability and offer a modern and efficient customer relationship alternative to our subscribers."
Annabelle Alter-De-Jans
Pleased with the initial results, the company rolled out the solution across four touchpoints: the IVR, digital channels, the public website, and for the qualification and routing of online journeys, both during and outside business hours.
In this first version, DialOnce’s conversational orchestrator identified the contact’s intent and suggested an appropriate path based on the expressed need.
Driven by a strong commitment to innovation and customer proximity, Electricité de Strasbourg didn’t hesitate to partner with DialOnce from the outset on its conversational orchestration project.
A genuine co-construction approach was established between the two partners, with the shared goal of gaining a deep understanding of customer needs and preferences to optimize routing and service accessibility.
The project was launched swiftly, building on an existing foundation of contact reasons and customer journeys already tested through the visual IVR.
From the moment it was implemented, 20% of digital traffic naturally shifted to the conversational interface. Since then, the number of sessions has continued to grow, contributing to the ongoing improvement of the conversational orchestrator’s performance.
"Thanks to the chatbot, we are much more customer conversation oriented, and over 80% of the sessions are positively rated by customers. They return to the bot, and we are beginning to see a significant decrease in incoming calls for reasons that do not require interaction with an advisor. This practice is becoming widespread and allows us to have a better understanding of customer expectations."
Annabelle Alter-De Jans
The analysis of verbatims made it possible to better understand contact intents and abandonment reasons, as expressed in natural language. This provided ÉS with a valuable opportunity to fine-tune and optimize its customer journeys.
Thanks to this innovative conversational AI approach, ÉS was also able to benchmark its results and journeys against those of other industry players, ultimately observing a higher rate of customer self-service.
Encouraged by the initial results, ÉS now aims to extend the use of the conversational orchestrator to 100% of incoming requests, whether from the website or by phone, and to deploy DialOnce’s new floating contact button.
Looking ahead, one of the next steps will likely be the implementation of a voicebot, which will immediately benefit from the contact reason repository already built through DialOnce’s orchestrators.
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