Success stories
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In response to the social strike movement that began on December 5th, the RATP Customer Service called upon DialOnce – a pioneer in the market of omnichannel orchestration – to deploy a solution capable of responding to customer requests despite the potential surge in activity, even outside of its regular business hours.
"Our aim was to set up an easy-to-use interface, available 24/7, which would allow you to distribute and update information, and download documents such as certificates of delay, without having to wait."
Gaetan Bultez
Head of Customer Service at RATP
DialOnce deployed its Visual IVR solution to redirect a portion of customer calls to a digital platform, enabling them to independently access information such as traffic updates, forecasts, or compensation. This solution allowed RATP to identify low-value customer requests and to offer a satisfactory alternative for its customers, thereby reducing the cost of its advisors' interventions.
"The social movement also enabled us to test Dial Once's Visual IVR, to verify our customers' acceptance of this type of usage and to validate the benefits of the solution for both customers and employees."
Gaetan Bultez
Head of Customer Service at RATP
In the context of the strike, RATP relied on the responsiveness and expertise of Dial Once, which was able to deploy the Visual IVR solution in less than three weeks without major IT impact. The campaign was highly successful among RATP customers, with 38% of calls switched to Visual IVR and a self-care rate of 94%. Ultimately, ⅓ of the calls received by RATP were avoided during this strike period.
"These 38% fewer calls have enabled us to maintain a high level of service quality, to maintain an availability rate for value-added calls - where there is a real interest in speaking to one of our agents - and to deal with the themes of the social movement."
Gaetan Bultez
Head of Customer Service at RATP
Ultimately, RATP leveraged this successful deployment to demonstrate its ability to adapt and innovate in order to meet its customers' demands, even in the context of a social movement in which it is the main player.
Dial Once is an omnichannel orchestrator, accessible regardless of the channel used (voice or digital). Thus, customers are always directed to the right solution via the appropriate channel, to facilitate "First Contact Resolution.
