Facilitate and streamline the customer relationship through digital

Certainly, I am the Director of the Customer Relationship Center and the Project Manager for the "Omnichannel Customer" initiative, based at the CANS headquarters in the agricultural city of Bois Guillaume (76).

What are, in your opinion, the major challenges surrounding customer relations for your Regional Bank ?

We have two major challenges: the customer experience, with the ambition to be the preferred bank of Upper Normandy, and relational proximity, to affirm, demonstrate, and thus amplify our excellence in customer relations.

What initiatives are you implementing to address these challenges ?

At the heart of our relationship lies, naturally, the human element, with customer interest at the center of our interactions. To facilitate and streamline this relationship, we leverage all available resources, including digital tools, to provide clients with efficient, self-directed journeys or alternative contact channels to the phone for those who prefer them.

Why has omnichannel become a major project for CANS ?

Because, once again, if we place the client at the center of our concerns, we must provide them with all the channels they wish to use while ensuring connections and integration between human and digital interactions. It is crucial that the client is fully supported throughout their journey and that we can ensure continuity in the actions they have undertaken.

What does a solution like DialOnce bring to your omnichannel strategy ?

For us, the DialOnce solution meets a specific goal: it enables our clients to independently perform certain operations and guides them towards the best solution, 24/7.

On which journeys is the DialOnce solution offered ?

The DialOnce solution covers the digital and telephone journeys of our Customer Relationship Center.

When did the collaboration start, and what was the implementation effort for CANS ?

The collaboration with DialOnce began in October 2017, with an implementation that was made easier on Crédit Agricole Normandie Seine's side due to extensive exchanges and the responsiveness of the DialOnce team.

What results have been collected ?

In terms of volume, up to 25% of calls made to the Customer Relationship Center have been digitized, and we continue to work with a mindset of continuous optimization.

What are the next steps, in your view ?

The next step will be to increase the number of users by further enhancing customer journeys and the solution's accessibility, with the potential to one day expand its reach to all our clients.

To discover how digital and omnichannel orchestration can sustainably simplify customer relations, access our white paper Customer Excellence & Omnichannel Orchestration.