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Malakoff Humanis provides customers with timely information through the right channel

Overview

Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. As a result of multiple mergers and acquisitions in the early 2000s, the company’s plans now cover over 10 million policyholders, i.e. one in four French professionals.

Key metrics

14%

of inbound traffic now processed automatically.

47%

of the automated incoming call flow successfully handled without agent intervention.

The challenge

The services offered by Malakoff Humanis require highly responsive and sensitive customer service and are subject to periodic regulatory changes that can generate large volumes of customer requests.

The solution

Odigo’s solution for Malakoff Humanis focuses on the phone channel and an offering of voice services with natural language processing (NLP) capabilities.

Nearly 14% of inbound calls are now processed automatically, 47% of which require no human intervention. This has resulted in significant time savings for agents who can now focus on more complex calls. 

Supporting the high number of customer requests without service interruption, following the regulatory changes implemented in early 2019, is a testament to the rapid scalability of the Odigo solution.

Odigo continues to work with Malakoff Humanis on automation to help them provide the best information to their customers at the right time, on the channel they prefer.

The benefits

High levels of service consistency

Guaranteed bug-free systems enable 24/7 availability to customers.

Reliable consulting

The Odigo teams provide a customer service benchmark and advice on how to improve Malakoff Humanis’ customer experience (CX).

Consistent support

A strong commitment from both parties enables the establishment of a long-term relationship based on trust.

Malakoff Humanis logo
Malakoff Humanis
Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. The company's plans cover over 10 million policyholders,  i.e. one in four French professionals. Company website link
Scope and features
Industry:
Insurance
Markets:
France

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