Crédit Foncier reduces its call volume thanks to Visual IVR
Improve customer satisfaction while reducing the workload on advisors
With more than 150 years of history, 18 subsidiaries and agencies located across the country, Crédit Foncier holds a major position in real estate financing in France. This position naturally comes with high call volumes and strong expectations from customers.
Every day, customer service teams handle a large number of requests related to loan management or access to administrative documents. A significant share of these requests concerns relatively simple tasks that could be completed directly online.
Crédit Foncier’s needs
- Improve customer satisfaction during interactions with customer service
- Reduce advisor workload for simple requests
- Promote the digital services already available
- Offer more self-service journeys to customers
- Better analyze customer journeys when they contact customer service
Promote digital tools to encourage self-service journeys
To encourage self-service journeys, Crédit Foncier relies on the features already available on its website and within the customer portal. The objective is to make these services easier to access so that customers can complete certain tasks directly online, without systematically contacting customer service.
Customers can, for example, download an amortization schedule, update their banking details or access information related to their loan. Making these services more visible and easier to access therefore becomes a key lever for reducing requests related to the most common inquiries.
As Célia Mosca, Head of Customer Relations at Crédit Foncier, explains, the main challenge is to help customers make better use of the resources already available online.
“Helping customers take ownership of our website.”
To support this approach and make access to these services easier during phone calls, Crédit Foncier implemented a visual IVR that guides customers toward the online processes available and simplifies access to existing digital journeys.
To achieve this: visual IVR
Crédit Foncier deployed DialOnce’s visual IVR to make digital services easier to access during phone calls.
With Visual IVR, when a customer contacts customer service from a mobile phone, a digital interface is sent by SMS, allowing them to access several online journeys directly. Customers can therefore more easily find the information or services they need and complete certain tasks on their own (self-care). The objective is to make these services more visible and easier to access at the moment customers need them.
Beyond providing access to online services, visual IVR also helps the company better understand how customers interact with customer service. Usage analysis makes it possible to identify the paths customers take, the processes they are looking for and the moments when they choose to contact an advisor. These insights give teams greater visibility into customer behavior and gradually help identify opportunities to improve how contact points are organized.
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DialOnce is a solution that both redirects phone traffic and encourages customers to increasingly engage with and use our website. With DialOnce, it’s an efficient and agile collaboration.
Crédit Foncier’s feedback at the Customer Strategy Expo 2017
Crédit Foncier shared its feedback at the 2017 Stratégie Clients trade show. On this occasion, a workshop dedicated to visual IVR was led by Matthieu Angibaud, Business Developer at DialOnce. The session provided an opportunity to review the implementation of Visual IVR at Crédit Foncier, the project’s initial objectives, and the first results observed after several months of use.
During the workshop, several Crédit Foncier representatives: Christine Jeanmougin, Quality Project Manager; Aline Juteau, Project Manager; Célia Mosca, Customer Relations Manager; and Cécile Chevalier-Rottman, Head of Innovation and Quality Management, also shared their experience and highlighted the benefits of visual IVR.
