Government

How has RATP managed to digitize its inbound calls?

Challenge

RATP digitizes its incoming calls with DialOnce

Absorbing call peaks

RATP is obliged to redouble its efforts in the face of ever-increasing call peaks, particularly during exceptional events such as industrial action or the COVID-19 crisis. In all circumstances, its call centers must be relieved as a matter of priority in order to guarantee uninterrupted service quality.

Goals :

Accelerate digital transformation
Promote customer autonomy
Manage unprecedented call peaks
Achieve 100% reachability

Reaching goals

To maintain a high level of accessibility, we deployed a self-service call solution: the Visual IVR. Implemented within 10 days, the Visual IVR has been active since 2019, enabling RATP customers to independently handle their requests through digital pathways available 24/7. This solution also includes dissemination of information about line openings and document downloads, such as delay certificates.

Digitization of incoming calls at RATP through DialOnce's Visual IVR

Results

Avoided calls 33% Requests processed via a communication channel other than the telephone

Reachability 100% Customer calls redirected to self-care solutions

Self-service 38% of calls handled 24/7

"The social movement enabled us to deploy DialOnce'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."

Gaëtan Bultez

Head of customer service

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