Success stories
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"Improving customer satisfaction while reducing advisor inquiries" were the two major challenges in the context of the visual IVR project initiated in September 2017 by Crédit Foncier de France. Eight months later, a look back at an implementation that exceeded its objectives in more ways than one.
With over 150 years of history, 18 subsidiaries, and dozens of branches throughout the country, Crédit Foncier de France is a major player in real estate financing at the national level. This situation leads to significant telephone traffic and a demanding clientele. Therefore, implementing a visual IVR seemed a coherent option to achieve the goals of improving customer experience and reducing the group's solicitations.
To meet these objectives via a visual IVR, one prerequisite is paramount: having suitable digital tools to offer coherent autonomous journeys to customers. With a high-performance website and multiple functionalities in the customer area, this requirement was well understood by Crédit Foncier.
"Help customers make our website their own"
Célia Mosca
Head of Customer Relations at Crédit Foncier
Whether it's for downloading an amortization schedule, changing banking information, or simply asking a question about a loan: various autonomous journeys are offered in the visual IVR. The goal, as stated by Célia Mosca, is: "to enable customers to make the most of our website."
A clear desire to improve customer experience is also evident in the creation of web forms specially dedicated to the visual IVR. Offering the possibility to receive a loan certificate or a bank identification statement (RIB), these forms allow the creation of several autonomous journeys accessible 24/7 by customers.
With the interface offered to all fixed and mobile telephone calls via different journeys from a call or web navigation, it is indeed crucial to analyze incoming customer journeys to improve their usage.
Eight months after activating the visual IVR, it's time for the first assessment. With 91% customer adoption, more than 50% self-care (auto-resolution), and nearly 15% of sessions conducted outside of business hours: the results are excellent. The solution even helped reduce the overall call volume of Crédit Foncier by 5% during the period.
And that's not all! Analyzing customer journeys has revealed multiple possible optimizations. The visual IVR supports Crédit Foncier by identifying that only 25% of its customers visit the website before making a call. An interesting figure that should enable Crédit Foncier to adapt its strategy for distributing its phone number.
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