Want to realize a drastically reduced turnaround time and a rapid ROI in customer service? Here’s how it worked for Sogetrel, fast-growing network infrastructure company, using the Sitel Group® customer service CRM innso, in the midst of a viral pandemic.
This year end, Thibault Constans (Director of Customer Relations at Sogetrel) and Marc Bory (Account Manager for Sogetrel on the innso platform) got together with Eric Dadian, President of the AFRC—the French Customer Service Association—as part of a regular webinar series.
The trio discussed how innso’s approach to automation, routing, and contact center messaging combined to ratchet up quality and ROI through scalable, secure platform management—and at a time when those features were needed more than ever.
“Today, we have over 3,500 technicians in the field, a domestic annual growth rate of 10% to 15%, and about 3 million internet connections to manage,” explained Thibault. “In terms of customer service, there are nearly 600 advisors, about of which are half in-house and half with service providers.”
“That’s 50,000 calls and 15,000 emails per month. Globally, it’s a lot, a lot of interactions, around 40 million.”
As a leading partner for French Telecom providers, Sogetrel specializes in ultra high-speed fiber network deployments, and a collection of digital solutions focused on IP security and smart cities.
With an eye on boosting efficiencies, reducing costs, and winning major business in 2021 and beyond, Sogetrel had been looking to upgrade its customer service capabilities, settling on innso’s agile, modular platform after vetting a clutch of leading technology providers.
Instead of “getting 80% of what you expect and never developing the rest” from an internal solution, or “only 90% of what you want” from one of innso’s contenders—Thibault drew a laugh with his almost-but–not–quite naming of a competitor—“a tool like this is going to evolve as we go along”, he explained. “I can configure 80% of it and only need 20% developed. It’s enormously powerful.”
Thanks to a carefully planned rollout process, work on Sogretel’s innso implementation was well underway when COVID-19 struck France. Call disposition, email, scripting, CRM integration, customer profiles and workflows were all in place.
And then the first wave of lockdowns hit, leaving Sogetrel to rearrange thousands of visits in an instant.
SOS Conditions Call for SMS Conversations
“We cancelled all of our customer appointments. That’s 20,000 visits to rearrange. We had to find a solution very, very quickly.” It was time to call in the SMS cavalry.
“We had a discussion on Thursday evening, Friday. We talked about putting in an SMS-based solution but nothing was in place.”
Yet “by Sunday or Monday, it was operational. We were able to send personalized messages to our clients to let them know what was happening.”
And the next week?
“Then we had one section of customers who were working from home and needed fiber connections right away,” recalls Thibault, “and another large section of customers who didn’t want to see us at all, they were too concerned [about spreading the virus].”
“That’s when we had a second discussion and decided to set up innso’s conversational SMS.”
A Fantastic Response
So how did it go with managing appointments by SMS?
“The customer response rate was fantastic. Nearly 80% replied, and they replied very very quickly; we had 75% responding within 6 hours. After 15 minutes I already had a ratio of customers wanting to maintain or cancel appointments, and I had a good sense of the general sentiment after half an hour.”
“Turnaround time was much, much shorter and visibility was attained rapidly, enormously helpful in moments like this.”
Thanks to innso’s steady, step-by-step strategy, reliable Test and Learn methods, and expert implementation, Sogetrel customer relations staff are now overseeing 60,000 SMS notifications and 40,000 SMS conversations every month.
Annual cost savings from innso’s SMS solution are projected at 23 times that of its initial setup investment, after ROI being realized in two weeks.
A similar investment in innso’s Self-service channel reached ROI in 1 month, with 13 times that amount saved on a yearly basis.
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