« Contextor made it possible to robotize complex and tiresome management acts»
In charge of the customer interaction and collaborative tools studies
Successfully manage the in-house deployment of a new data-processing application while bringing more comfort and productivity to the advisors. It is the challenge raised by AG2R La Mondiale and solved by Contextor.
How did you start working with Contextor ?
The collaboration with Contextor goes more or less back to 2010, following the in-house launch of “Univers Client”, a strategic project aimed at an important organisational change : the deployment of the “usine retraite” (retirement factory), an AGIRC- ARRCO data-processing application that became obligatory for all the actors in French social protection. It largely impacted our internal processes. How ? By calling into question our information processing system, that was able to manage in an integrated way our two main activities: insurances and supplementary pensions. Also, the risk was to lose our single customer interaction, in particular in the call centers. Also, that would impose our advisors the use of two distinct tools. A real cunundrum, especially in the context of multi-products customer calls ! To avoid such a pitfall, we developed a dedicated software, called vision 360°, it was still necessary that such a system proves 100% effective and simple to use for the operators. For this reason, Contextor offer largely met our needs.
How exactly ?
By making the life of our advisors easier ! Indeed, if the vision 360° tool already provides the operators with a single entry point – offering them a global view on each customer via a restitution of the key information – the challenge still consisted in automating all the necessary time consuming tasks during complex calls. For instance, accessing more detailed data in our back-office. This is why is was beneficial for us to use the Contextor solution which automatically carries out such handlings, that used to be carried out manually by the operators before. Which allowed and promoted a real-time access to this detailed data without having “to change” our upstream applications or IT systems. Indeed, the other advantage of Contextor is that it is absolutely not intrusive. The adherence with the application is so weak that it is not necessary to carry out unspecified data-processing treatment or changes to adapt the piloted applications, vision 360° as well as those of our back-office.
The in-house generated profits thus prove considerable ?
More than ever ! And for a good reason: the characteristic of Contextor is to be able to interface itself with softwares that have very different technologies! the 100% flexible feature of the solution makes it not expensive or time consuming in terms of implementation. In approximately 80 days, we developed – with the assistance of the partner – not less than thirty scenarios of use (complex data retrieval, construction and display of user interfaces, etc) and this, in four different back-offices. It is without counting another profit and not the least: the users appreciation! By robotizing certain tiresome management acts, the processing time for each operator passed from 30 seconds to 6 seconds on average ! This largely improved their work comfort while boosting their productivity and the quality of the customer relationship as regards to speed, relevance and active listening time.
In: Special insert of “Client relationship” the Magazine 100% customer directed, April 2015, page 10.