Energy

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

Challenge

ENGIE enhances reachability with DialOnce's digital solutions

Prioritize calls

Since 2015, ENGIE has relied on the DialOnce solution.
Their need? To prioritize incoming calls requiring an immediate response, such as moving, subscriptions, or technical works.
Other requests are directed toward digital, autonomous, and simple journeys.

The objective?

Improve accessibility
Encourage the use of digital journeys
Prioritize high-value calls

To get there

ENGIE has deployed the omnichannel orchestration platform DialOnce to redirect incoming calls from its IVR system to digital channels (website, mobile app, emails, etc). Tailored customer journeys were offered from every touchpoint, benefiting several entities within the group (Gaz Tarif Réglementé, GRDF, etc).

Learn more about DialOnce's omnichannel bot and its applications in customer relations and the energy sector.

Engie harmonizes contact channels through DialOnce's visual IVR

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

To discover how omnichannel orchestration can transform your customer service, read our white paper Customer Excellence & Omnichannel Orchestration.