Success Story

How has ENGIE optimized its reachability by promoting the use of digital solutions?

Challenge

Prioriser les appels

Since 2015, ENGIE has been betting on the DialOnce solution. Their need? To prioritize incoming calls that require an immediate response, such as moving house, subscriptions, work, etc.
As for other requests, they are directed towards simple, autonomous digital paths.

Improve reachability
Encourage the use of digital paths
Prioritize high value-added calls

To get there

ENGIE deployed the DialOnce omnichannel orchestration platform to direct incoming calls from its IVR to digital channels (website, mobile app, emails, etc.). Paths adapted to each customer request were proposed from all contact points, for the benefit of several of the group's players (Gaz Tarif Réglementé, GRDF, etc.).

Results

Incoming calls -8% incomming call from phone calls

Mobile app' Go up in mobile app downloads

Selfcare Raised Measuring the effectiveness of Selfcare paths

Reachability 100% Customer requests handled

"Our objective was to digitalize our customer relations and increasingly push self-care towards the website, to make the customer autonomous. Thanks to the DialOnce solution, we were able to quickly adapt our contact paths!"

Charles Cauche

Product Manager

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