Matmut has optimized its reachability thanks to the digital

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.