The webinar replay is available via the button below:
Insurance & Assistance
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As part of its digital transformation, Matmut aims to promote the use of its self-service contact solutions and better guide customers toward the most relevant journeys for their needs. The objective is to adapt to evolving customer behaviors while preserving reachability and simplifying the customer experience.
The phone remains a key entry point, but not every request requires immediate handling by an advisor. In some cases, digital solutions can provide faster responses. The goal is therefore to route calls more effectively and make better use of existing journeys, in order to deliver a smoother experience for both customers and teams.
Matmut customers contact customer service for a wide range of reasons: managing their accounts, reporting claims, requesting information, or subscribing to new services. These requests do not all carry the same level of urgency or require the same level of support.
Not all requests need to be handled by phone. Some can be addressed more simply through digital journeys or existing self-care solutions. Without a clear and appropriate routing system, these flows continue to overload phone lines and prevent the organization from fully promoting the digital solutions already in place.
Matmut’s challenge is therefore to better qualify incoming calls and route each request to the most relevant solution, whether digital or human, in order to simplify customer journeys, facilitate access to services, and preserve team availability for situations that genuinely require it.
Matmut deployed DialOnce’s visual IVR to route incoming calls toward relevant digital journeys and offer an alternative to phone waiting times, particularly for calls that cannot be handled.
When a customer calls from their phone, they receive an SMS containing a secure link to the visual IVR. They can then qualify their need in just a few clicks and access, in real time, the available solutions: autonomous resolution journeys, online forms, access to the customer area, FAQs, or, if necessary, routing to a human advisor. It facilitates access to online processes, promotes existing services, and contributes to a better distribution of requests between phone and digital channels, including outside opening hours.
This solution was rolled out in less than three weeks across Matmut’s main services, including agencies, multichannel platforms, the health platform, and claims management platforms. It was then extended to other entities within the group, including Matmut Protection Juridique.
"We really liked the DialOnce project, because we really transformed the inbound call into a digital device with a remarkable level of efficiency! "
François DI ZAZZO
Member Relations, Matmut
Matmut shared its feedback during a webinar dedicated to the deployment of DialOnce’s Visual IVR, organized during the lockdown period. It provided an opportunity to review the implementation conditions of the solution, rolled out in less than three weeks, and the decisions made to ensure continuity in customer relations despite agency closures and the widespread shift to remote work.
The webinar also explains how the solution was managed on a daily basis using real-time monitoring indicators. These data were used to measure the adoption of digital journeys, the use of solutions offered via the Visual IVR, and their impact on the management of incoming calls.
Sia also shared its analysis of the evolution of customer relations in the insurance sector: accelerated adoption of selfcare, the growing importance of digital channels, and lasting changes in customer expectations. The firm also outlined its perspective on upcoming transformations, particularly around journey simplicity, responsiveness across all channels, and organizational adaptation.
The webinar replay is available via the button below:
