BlueLink, customer experience 24 hours a day, 7 days a week, in 30 languages

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Overview

BlueLink is an Air France subsidiary specialising in remote customer relations and was originally established over 30 years ago to manage its loyalty programme.

Today, BlueLink offers a global customer relations service, not just for Air France but also for other companies, notably in the luxury goods sector. Florian Grumiller, Deputy Director of Operational Performance, explains the challenges of customer relations for BlueLink and the reasons why the organisation chose Odigo.

Key metrics

6

Company sites

9

Partner sites

3,000

Advisers answering customer queries 24/7

900,000

Calls per month

600,000

Written enquiries per month (email, chat or social media)

The challenge

BlueLink had 3 different technical solutions for their parent company AIR France KLM and subsidiaries both within and outside of Europe. What they needed was a single telephony solution, easily managed by functional staff, to support their global business, in Asia, Europe, Africa and America, in around thirty languages. To meet this need BlueLink turned to Odigo.

The solution

Odigo provided a single platform for the distribution of calls and digital channels. Used worldwide, it is managed by centralised teams for all sites. BlueLink and Odigo also developed a link between their HR tools and Odigo to optimise the use of agent talents and skills.

The benefits

Reliability

Greater reliability when responding to end customers by constantly improving accessibility rates, response times, organisational efficiency, and the quality of interactions.

Flexibility

Bring flexibility to the organisation. Calls are routed to the most appropriate agents across the 6 BlueLink sites and 9 partner sites, regardless of customer or agent location. A call received in the United States can be distributed in Asia Pacific.

Efficiency

Gain efficiencies in call distribution and processing. BlueLink’s Business and Distribution efficiency teams manage the Odigo™ solution to align and automate processes around the world.

BlueLink is an international group specialising in customer experience.

As a strategic partner, the company offers brands tailor-made contact centre solutions and supports them in their customer experience and digital transformation initiatives. With its team of consultants and trainers, the company is committed to developing the talents and expertise of its customer relations teams by cultivating their know-how and interpersonal skills.

Created more than 30 years ago by Air France to manage its loyalty programme, BlueLink has developed in an entrepreneurial spirit, true to its DNA of excellence. The group has extended its expertise to all areas of customer relations, serving other prestigious brands such as Moncler, Clarins, Devialet, American Express and La Fondation Louis Vuitton.

With a presence on every continent, BlueLink relies on its 3,000 passionate talented professionals throughout the world to ensure that the art of customer experience shines through. Find out more on their website.

Scope and features

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Industry:

Transport & Logistics, Travel & Leisure

Markets:

Europe

success-story DSC Industry: Retail Market: Europe

Scope

Voice