To improve the quality of its customer experience in its customer relations centers dedicated to its natural gas and electricity activities, the multi-energy supplier Butagaz chose the Kiamo solution, edited by Conecteo. Butagaz considers the customer experience to be a priority and the pillar of the trust that nearly 5 million customers have placed in the company. To cope with the increased growth in its natural gas and electricity activities, the blue bear brand was looking for a cross-channel solution to manage customer flows. The Kiamo solution offers numerous advantages:
- High-quality ergonomics and product interface, which is user-friendly and designed mainly for the agents;
- Tasks distributed to agents to achieve better productivity;
- Kiamo easy to configure by the business teams, making them more reactive and independent with respect to the IS department;
- Numerous indicators measured by the tool (DMT, QoS, etc.) both hot and cold.
We wanted a solution that would be perfectly adapted to this organization, had proven itself, would be quick to deploy and easy to learn by the agents, with limited involvement for our IS department.
Damien Nuyttens, Butagaz – Gaz Européen Operations Director
In addition, Conecteo and Komeo, chosen as integrator, support proximity values essential for Butagaz which places proximity with its customers, employees and partners at the core of its strategy. “One of the features which makes us stand out on the market is that our entire customer service is based in France at Amiens. It relies both on internal teams and on partners. We wanted a solution that would be perfectly adapted to this organization, had proven itself, would be quick to deploy and easy to learn by the agents, with limited involvement for our IS department. ” explains Damien Nuyttens, Butagaz – Gaz Européen Operations Director
“Kiamo is extremely proud to have been selected by a player such as Butagaz which considers the customer experience as a key factor of its sales strategy. We are especially pleased to see that our convictions based on quality, efficiency and humanity are shared by the market leaders. ” points out Arnaud Cavé, Kiamo Product Marketing Director. The Butagaz customer service already processes thousands of contacts every day, on all channels: telephone, email, chat, social networks. Kiamo’s value proposal based on its task distribution engine attracted Butagaz which will deploy the solution to manage various channels proposed to its customers: inbound/outbound calls, emails, chat sessions, social networks and SMS.
We were attracted by the expertise of Komeo, Kiamo integrator, which demonstrated an excellent understanding of our problems
Damien Nuyttens, Butagaz – Gaz Européen Operations Director
Resolutely cross-channel, Kiamo will give Butagaz agents a 360° vision of the customer history to best meet the requirements of increasingly demanding multi-device users.
Kiamo’s ROI, which halves the customer interaction processing time, convinced the Butagaz teams which can expect high profitability gains.
Apart from these smart and easy-to-configure routing rules which distribute the customer flows to the most competent agents, Butagaz will be able to improve their training through the native conversation recording features as well as the customer insight through external listening.
Lastly, the quality of the integrator is vital, points out D. Nuyttens: “We were attracted by the expertise of Komeo, Kiamo integrator, which demonstrated an excellent understanding of our problems. The adaptation of its offer, the quality of the support proposed and Kiamo’s excellent control reassured us… and convinced us to chose their proposal.”
