“To go from a simple call to a personalization of the customer relationship, Contextor was the solution. Contextor made it possible to integrate added-value services on the workstations, without modifying the applications. Since, Bouygues Telecom has been repeatedly named customer relationship call center of the year.”
Chief Information Officer (CIO)
Why? To effectively manage and without error, multiple data, and complex inter applications navigations, so the advisors can have a relevant and effective action.
With a strategic upgrade towards a very personalized customer relationship, it was advisable to optimize treatments of redundant and without added-value information, in 19 business applications (back office, internal and external).
This included the launch, processing and exploitation of management data or simulations of contract, from multiple and dispersed data. Manual data entry and the complex post-operative treatments involved a strong risk of error.
Moreover, it was advisable to effectively align the organizations, the methods and the tools in a global approach of the creation of a virtual portal of customer relationship.
The Contextor solution
The Contextor team installed applications assistants which optimize and fluidify the operation of the user stations. The optimization was more particularly related to transverse business processes, integrating applicatives bricks and the disparate technological contexts, often not inter-operable; CRM tool, ERP, Microsoft software , central business applications, web interfaces and client-server (C/S) applications.
Moreover, Contextor brought an automated “report of actions” feature that is essential to a dynamic and attentive administration of our customers. It is a wizard that automatically produces a synthesis of the interactions and thus describes the evolution of the customer relationship. This function proved as powerful tool of the control of commercial activities.
Contextor completely respected the integrity of the particularly complex architecture and adapted itself to the business.
- Inter application,
- Vision 360°, for customer satisfaction,
- Workflow automation,
- Unified desktop, for the performance of the advisors,
- Data management.
Contextor effects to remember
- Increase in the quality of the customer relationship,
- Automation of the manual tasks without added value,
- Improvement of recoveries of churning customers,
- Reduction in the average handling time, -15% in front office,
- Reliability and synthesis of the customer data for a 360° view.
Sources: AG of the French Association of the Customer-Relation. Presentation of M. Henry Dupas, Bouygues Telecom. February 1 2006.