DialOnce: optimization of GMF’s customer contact journey
Challenge
GMF, one of the three insurance brands of the COVEA Group in France, sought to strengthen and enrich its omnichannel model in order to offer its members and prospects who were unable to reach customer service by phone a modern, self-service alternative through a digital user interface accessible directly on their smartphone, promoting the brand's selfcare solutions.
Goals:
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Modernising the customer experience with digital solutions,
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Promoting selfcare,
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Ensuring continuous 24/7 service,
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Giving GMF members and prospects the choice of an alternative to inbound calls.
To achieve this
GMF launched DialOnce's Visual IVR for claims reporting and claims tracking activities. It is offered, at the customer's discretion, as a follow-up to an abandoned call or a call deflection. Depending on the time of day, the customer then accesses selfcare options, appointment booking or a phone connection to the appropriate department.
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.
