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Empruntis Empruntis, a brand of the Panoranet Group, uses Kiamo to improve the profitability of its contact center

10% Greater profitability
thanks to Kiamo
15 Pts Increase in the quality
of service rate
÷2 Interaction
processing time

Empruntis is a brand of the Panoranet Group, a subsidiary of the French mutual insurance company Covea which includes GMF, MAAF and MMA. The group specializes in credit brokerage (real estate, consumer, debt consolidation, etc.) and loan insurance. It is present in 90 agencies throughout France and generates over €15 million in revenue.

The requirement, satisfy a wide range of requests

Empruntis

Empruntis’ sales service is organized around 5 main departments: real estate credit, consumer credit, debt consolidation, insurance and professional credit. These 5 departments comprise around 100 advisers dedicated to processing requests from various prospects. The objective of these departments is to satisfy all requests by establishing a close productive relationship with the various contacts.

For example, Empruntis receives an average of 800 000 requests from prospects every year. Empruntis is highly vigilant when it comes to managing requests, providing quality advice and ensuring administrative follow-up of case files, as well as first contact wait time for an inbound contact.

Empruntis was therefore looking for a solution that would meet its various requirements, while giving advisers the means to fully satisfy the inbound and outbound requests. The Kiamo solution quickly became the obvious choice due to its native support for multi-channel interactions and its intuitive interface for both managers and advisers.

Moreover, Kiamo is a scalable solution that supports the development of Empruntis and constantly improves the possibilities offered to users with each new version.

The solution kiamo the power of supervision

Kiamo is mainly responsible for managing the inbound and outbound calls. Distributions mechanisms were set up so that inbound calls could be directly connected to the dedicated adviser. For outbound calls, a system has been set up to minimize the time wasted by the advisers, by detecting wrong numbers, faxes or answering machines. Kiamo then automatically leaves the right message on the contact’s answering machine, depending on the progress made on the case file. Empruntis managers also use real-time supervision and recording to optimize adviser productivity.

Kiamo software integrated perfectly into the existing Empruntis environment, without having to adapt the telephony solution or IT system. Kiamo was therefore successfully interfaced with several other applications and software used by Empruntis to manage customer relations. Empruntis uses the APIs provided by the Kiamo solution, but a web services system has also been set up. In the end, users – whether IT specialists or not – could handle all aspects of the software totally efficiently and independently, after just a few days of training.

For me, Kiamo offers great flexibility with easy-to-access interfaces that make multiple developments possible. It is a tool that has brought a lot to Empruntis in terms of customer satisfaction, daily adviser management and sales capacity improvements.

Kiamo was met with open arms by both our advisers and our customers. From the very first year, we achieved a 10% increase in profitability. It would now be hard to do without the various benefits Kiamo provides.

Thierry Bernard Chairman of Panoranet

Concrete results better transformation rate

10% Greater profitability
thanks to Kiamo
15 Pts Increase in the quality
of service rate
÷2 Interaction
processing time

Thanks to Kiamo’s effective supervision capabilities, Empruntis can anticipate and adapt the number of advisers in accordance with the volume of customer requests. The quality of service has improved by 15 points. In addition, Kiamo allows advisers to save time when handling the interactions thanks to the numerous automated features (SMS, emails, messages, callback programming, etc.). These features directly improve first contact wait time and therefore the transformation rate.

Finally, Kiamo is an intuitive tool that adapts to the requirements of the various departments and offers highly precise coaching (real-time or post-call listening of conversations). Empruntis can therefore go back to specific details of the call in order to improve the sales department.

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