Optimizing customer contact journeys for GMF

Challenge

Innovation at Covéa with the use of DialOnce and its contact path to improve the quality of customer service

Faced with increasing demand for digital solutions and occasionally limited accessibility, GMF, an integral part of the Covéa group, has embarked on an ambitious strategy to reduce incoming calls while enhancing customer experience. This strategy is based on the rollout of a Visual IVR, a modern solution that allows customers to manage their requests autonomously through a digital user interface.

Goals :

Modernize the customer experience with digital solutions.
Promote self-care to reduce dependencies.
Ensure continuous service 24/7.
Minimize incoming calls through enhanced autonomy.

To reach goals

GMF has launched DialOnce's Visual IVR for claims reporting and tracking activities. It is offered to customers who choose it after a call abandonment, a deterrence, or during a waiting phase. Depending on the time, the customer can access self-care options (with or without authentication), schedule appointments, or be connected directly to a specialized service without being placed back in a queue.

For more information, you can watch the replay of the webinar where GMF shares their experience, objectives, and key performance indicators (KPIs) related to this initiative.

Watch the full webinar replay

Feedback on the Covéa visual IVR in collaboration with DialOnce, a revolution in the management of customer interactions

Results

Call Reduction 15 %

Self-Service 67 % selected from the telephone queue

Self-Service 45% selected after IVR abandonment

"Thanks to our collaboration with DialOnce, at GMF, we now provide our clients with immediate and tailored solutions, thus avoiding any feeling of abandonment or discouragement."

Paul Flon

GMF Insurance Omnichannel Performance and Transformation Directorate

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