Success stories
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Sébastien Brispot is the Director of the Customer Relations Center and the Head of the Omnichannel Customer Project at Crédit Agricole Normandie Seine. Passionate about his field of expertise and innovative solutions in the area, he has been focusing his efforts for several years on a clear objective: the daily improvement of the customer experience. From his office in Bois Guillaume on the outskirts of Rouen (76), he shares a unique perspective on the regional bank of tomorrow, the role of digital in customer relations in 2019, and reflects on nearly 3 years of collaboration with DialOnce.
Yes, of course, I am the Director of the Customer Relations Center and the Head of the “Omnichannel Customer” project, based at the CANS headquarters at the city of agriculture in Bois Guillaume (76).
We have 2 major challenges: customer experience, with the ambition to be the favorite bank of Upper Normandy residents, and relational proximity, to affirm, prove, and therefore amplify our relational excellence.
At the heart of the relationship is naturally the human with the client's interest at the center of our relations. To facilitate and streamline this relationship, we use all devices, including digital, to offer customers who wish for it efficient autonomous journeys or alternative contact channels to the phone.
Because, once again, if we put the client at the center of our concerns, we must offer them all the channels they wish to use while ensuring connections and links between human and digital. It is very important that the client is taken care of from start to finish and that we can ensure the continuity of actions they may have undertaken.
For us, the Dial-Once solution meets an identified objective: to allow our clients to carry out certain operations autonomously and direct them to the best solution, 24/7.
The Dial Once solution covers both digital and telephone journeys of our Customer Relations Center.
The collaboration with Dial Once started in October 2017 with facilitated implementation on the part of Crédit Agricole Normandie Seine due to numerous exchanges and the reactivity of the Dial Once team.
In terms of volume, up to 25% of calls made to the Customer Relations Center have been digitized, and we continue to work in a logic of continuous optimization.
