Success stories
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As part of the restructuring of its overall customer relationship strategy, Electricité de Strasbourg sought to enhance its digital service solutions while the sector faced an unprecedented crisis.
The impacts of the crisis on customer service were numerous, with a growing number of incoming contacts and long, challenging cases to handle. It became essential for ÉS to accelerate the digital transition and empower its customers with more autonomy.
A necessary turning point to improve the customer experience and advisor experience and optimize the performance of the customer relations center.
Always in pursuit of innovation and eager to present a modern image of the company through its customer service, ÉS is no stranger to innovation!
A first step in digitizing customer relations had already been taken five years ago by implementing a visual IVR with DialOnce. The goal at the time was to capture a portion of incoming call flows and redirect them to digital self-care for resolution.
"We were captivated, at the time, by the highly innovative nature of DialOnce's omnichannel orchestrator. This allowed us to significantly improve our reachability and offer a modern and efficient customer relationship alternative to our subscribers."
Annabelle Alter-De-Jans
Satisfied with these results, the company then deployed the solution in four different areas (on the IVR, as well as in digital, on the public website, for qualification, and routing of digital paths during both business and non-business hours). In this initial version, the contact's intent was qualified within DialOnce's orchestrator, in the form of a suggested path.
Always eager for innovation and closeness to its customers in this tense and competitive context, ÉS did not hesitate to follow DialOnce from the start in its innovative conversational orchestration project.
Thus, a genuine partnership approach was established between DialOnce and ÉS. The goal was to gain a deep understanding of customer needs and preferences to optimize the routing and accessibility of the customer service.
The project was able to get off the ground fairly quickly because there was a solid foundation of contact reasons and proven paths in the visual IVR. Spontaneously, 20% of digitized flows shifted to the conversational channel, and since then, the number of sessions has continued to grow, also improving the performance of the orchestrator bot.
"Thanks to the chatbot, we are much more customer conversation oriented, and over 80% of the sessions are positively rated by customers. They return to the bot, and we are beginning to see a significant decrease in incoming calls for reasons that do not require interaction with an advisor. This practice is becoming widespread and allows us to have a better understanding of customer expectations."
Annabelle Alter-De Jans
Indeed, the analysis of verbatims has enabled a much finer understanding of contact intentions and abandonment reasons, which are then expressed in natural language. An opportunity for ÉS to act on its contact paths.
Finally, thanks to this innovative conversational AI method, ÉS has also been able to benchmark its results and paths with those of other players in its sector, ultimately observing a higher rate of customer empowerment.
Building on the initial results, ÉS aims to implement the orchestrator for 100% of incoming requests, whether they come from the website or the phone, and to use DialOnce's new floating contact button. Furthermore, one of the next steps should be a voicebot that will immediately benefit from the contact reason repository built through DialOnce's orchestrators.
