Kiamo has enabled Axiome to optimize the quality of service of its Customer Relations department Kiamo has enabled Axiome to optimize the quality of service of its Customer Relations department

The Customer Relations department of the Axiome group is structured around three services processing all interactions with the customers (life assurance, health and special risks). This department consists of about forty managers handling the various requests from the members (reimbursement of medical services, hospital care, optical needs, sick leave, invalidity, contributions, new members, membership cancellations, etc.).

The vocation of the Axiome group is to always provide its customers with greater satisfaction, by capitalizing on the productivity of its teams. The company relies on a highly human culture of the customer service, by providing its teams with powerful and scalable computer tools.

Before implementing Kiamo software, the Axiome group had no integrated customer relations management solution. The customer service therefore had to cope with problems of flexibility and data re-entry. The independent software used was unable to fluidify the processing of customer exchanges. In addition, it was essential for the service managers to have real-time supervision tables and consolidated statistics.

In this context, the Axiome group decided to look for a solution to improve its customer relations.

To choose its customer relations solution, the Axiome group decided to shortlist 5 major solutions on the market, including Kiamo. These solutions were compared on the basis of 4 main criteria: easy installation, user-friendly interface, overall cost and the human relations around the project.

The General Management and the IT Management, jointly with the Business Managers, finally chose Kiamo software, since it fully satisfied all the expectations of the Axiome group Customer Relations department.

Quickly deployed, the Kiamo solution integrated perfectly into the existing telephone and IT environment. Kiamo interconnects directly with the IPBX already installed and communicates seamlessly with the insurance tools used by the group. Currently, some forty managers use Kiamo software to process the customer exchanges. For example, they handle all the inbound calls from members easily. A technical supervisor manages the solution independently. The customized indicators allow the business supervisors to supervise the activity in real time.