Success Story
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With the opening of its market to individual customers in 2018, Vattenfall quickly faced a significant increase in the number of clients and interactions. To address this challenge, the company launched an ambitious transformation of its customer relationship strategy in 2021, aiming to reduce the cost-to-serve while improving service quality.
Implementing an omnichannel orchestrator, integrated with the visual IVR, proved to be a strategic solution for optimizing customer contact journeys based on their specific context.
Key Objectives:
Vattenfall implemented an omnichannel orchestration platform to optimize customer interactions at every step:
This centralized platform, which consolidates customer intentions and available solutions, enables Vattenfall to efficiently manage all contact journeys, promoting First Contact Resolution and enhancing the overall efficiency of its customer service.
In a second phase, in 2022, Vattenfall partnered with DialOnce to enhance the customer experience by integrating a natural language qualification journey into the existing visual IVR. This innovative approach allows customers to interact naturally on the digital interface while being guided toward solutions tailored to their needs.
"One of our priorities is to enable our customers to find answers to their questions completely independently and at any time. In partnership with Dialonce, we've been able to build adapted paths and thus offer our customers an innovative digital experience."
Joëlle Mamecier
Head of Customer Relations Center Management
In just 3 minutes, discover Vattenfall's client-centric strategy, with insights into the implementation of contact journeys and the benefits achieved.
Dive into the challenges of the A/B testing campaign, comparing guided customer journeys with natural language free journeys, for an ever-optimized experience!
