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Chronopost increases its reliability and agility by working in optimal ergonomic conditions

Overview

Chronopost, a French express delivery leader, turned to Odigo for a Contact Center as a Service (CCaaS) solution to ensure its customers enjoyed best-in-class service. Using an OdigoTM solution, Chronopost has optimized agents’ working conditions by delivering increased reliability and agility. Additionally, Chronopost has enhanced service quality and achieved more efficient management.

Key metrics

13,000

calls handled daily.

The challenge

In 2015, Chronopost decided it was time to revamp the telephony system of the company’s three French contact centers. The objective was to facilitate agents’ work by providing them with 360-degree customer views that would increase productivity and deliver greater consistency when responding to customers.

The solution

Chronopost launched a call for tender to find a computer telephony integration (CTI) tool that was reliable and agile. Importantly, this would come from a resourceful and proactive partner committed to a long-term relationship.

Their search led to an Odigo solution. After implementation, a customer could contact Chronopost on any channel and their personal interaction history and contact details would be automatically retrieved and presented to an agent, achieving smooth and effective resolutions.

Agents greatly appreciate the new solution and it has been well received by unions. Making use of headsets instead of phones declutters agents’ desks and allows them to fully focus on customer care.

The benefits

Continuity of service

The solution’s ability to cope with errors during execution and erroneous input means customer support is ever present.

Trusted partner

The Odigo teams’ ability to get back to Chronopost as fast as possible and help them with the solution makes a big difference.

Efficient computer telephony integration (CTI)

Deploying CTI technology that provides agents with all the needed information to better handle increased volumes of incoming calls.

Chronopost logo
Chronopost
The French leader in express delivery, Chronopost serves customers in 230 countries around the world. Its 3,800 employees enabled Chronopost to deliver more than 170.7 million parcels in 2018.  Company website link
Scope and features
Industry:
Express delivery
Markets:
France

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  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact center efficiency
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