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Each year, ENGIE receives a very high volume of customer calls related to moving home, billing questions, meter readings, contract subscriptions, or information about service disruptions.
To handle this significant volume, the company sought to better organize and structure the management of its customer interactions.
The objective was to respond quickly to urgent requests while redirecting simpler inquiries to online solutions that are easy to access and can be used independently.
Since 2015, ENGIE has relied on the DialOnce solution to guide customers to the most appropriate channel. Priority situations are handled first, while other requests are directed to simple and efficient digital journeys.
Within the group, several entities coexist, such as Gaz Tarif Réglementé, GRDF, and ENGIE Grand Public. Each structure has its own phone numbers and contact points, which can quickly become complex to manage.
Customers, for their part, reach out to ENGIE at different times and through various channels, whether by phone, via the website, or through the mobile app. Without coordination between these channels, this can lead to call peaks that are difficult to handle, inconsistent experiences depending on the entry point chosen, and advisors handling simple requests that could be managed differently.
The objective was therefore to make the overall system more fluid and consistent by directing each customer to the most appropriate solution while ensuring a seamless experience across all channels.
ENGIE deployed DialOnce’s visual IVR to better manage incoming calls and offer digital alternatives whenever relevant. The objective is straightforward: prevent all customers from systematically calling when a faster, more autonomous online solution is available.
The visual IVR was activated across several key touchpoints to support customers from the very beginning of their journey and direct them to the most appropriate response based on their situation.
From the website
On the ENGIE website, the contact number (09 69 39 99 93) displayed at the bottom of the page generated a high volume of calls to customer service. Many customers called directly without prior qualification, even when their request could have been handled online.
The goal was therefore to introduce a simple step before the call, without changing the website’s design. A tag was added to make the number clickable and trigger the Visual IVR interface. Before being connected to an advisor, customers access an interface on their smartphone where they can select the reason for their contact and pre-qualify their request. Based on their answer, they may be redirected to an online service, provided with relevant information, or kept in the phone journey if speaking with an advisor is necessary.
During the call via SMS
When calling 09 69 324 324, if the announced waiting time is too long, customers previously had only two options: wait or call back later.
Now, as already implemented for Engie Gaz Réglementé (3460), customers calling Engie Grand Public receive an SMS at key moments, giving them access to the visual IVR.
This solution enables them to quickly find an alternative contact option, even outside opening hours or during peak periods. If no advisor is available, the visual IVR offers the option to send an email, ensuring that the request will be handled at a later stage.
Via DialOnce partner mobile applications (Dial to Hub)
ENGIE also allows users who have a DialOnce partner mobile application to access the visual IVR directly when they call. The interface opens automatically and provides the same guided journeys, making the experience smoother and more intuitive.
Thanks to these different activation points, each request is directed to the most appropriate solution. Truly urgent calls remain a priority, while simpler inquiries are handled through digital journeys.
"Our objective was to digitalize our customer relations and increasingly push self-care towards the website, to make the customer autonomous. Thanks to the DialOnce solution, we were able to quickly adapt our contact paths!"
Charles Cauche
Product Manager, ENGIE
The unification of ENGIE’s contact channels through the Visual IVR marked a key milestone in the transformation of its customer experience. This deployment laid the foundation for a smoother organization between phone support and digital channels.
Since then, the system has continued to evolve. New features are already in development to further enhance the customer experience and optimize contact flow management.
