Case Study: Siram Veolia

Outbound call process automation

INDUSTRY: FACILITY MANAGEMENT

Case Study: Digital Interaction Solutions

Outbound call process automation

INDUSTRY: FACILITY MANAGEMENT

The challenge

For Siram Veolia, a well-known company operating in the facility management sector, we set ourselves the challenge of automating the entire process of engaging an on-call contact for urgent interventions at hospital facilities.

The aim was to exclude the intervention of the physical operator from the process by lowering the CAC (customer acquisition cost).

How we met the challenge for Siram Veolia

Solution: lean and automated processes

To achieve the objectives, we deployed an automated workflow involving the use of a VoiceBot integrated with the customer's CRM. The system allows real-time monitoring to understand the status of the tickets being handled by the automation.

In detail, the VoiceBot:

  • contacts available telephone numbers, rescheduling the call when there is no answer
  • communicates data useful for the management of the intervention
  • send SMS data summary at the end of the call

Solutions adopted

Tools used

VoiceBot

Automatic Call

Achievements

Customer satisfaction and cost reduction

Automatically managed tickets
0 %
Reducing the cost of a single contact
0 %

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