MACSF The MACSF contact centers benefit from unified interactions with Kiamo

MACSF’s Member Relations and Customer Service Department consists of 6 contact centers located in various French cities. More than 400 advisers, centers and agencies work with Kiamo software. Customer service planning and supervision are handled by a team of 20 managers.

Before the roll-out of Kiamo, customer services operated in isolation. Advisers used several tools to process problematic interactions: this meant multiple interfaces, no customer information, manual qualifications and other issues. The supervisor accessed partial statistics due to having to use different data sources, and was unable to support advisers correctly, since simultaneous listening was impossible, for example.

All these difficulties had a negative impact on member customer experience, as there was a lack of customized processing and limited choices when it came to contacting MACSF. Processing delays increased due to poor interaction distribution.

Overall, adviser productivity was not optimized and member customer satisfaction was affected.

After comparing several solutions on the market, MACSF ultimately chose Kiamo customer exchange management software. The solution was validated by the Member Relations Department and the Information Systems Department.

The choice allowed MACSF to unify member interactions in a single interface. Kiamo software was gradually put into place over the course of a year. The first batch – voice channels – was rolled out in less than 6 months. The remaining channels were installed over the following 6 months.

Today MACSF uses Kiamo to process inbound and outbound flows: calls, emails, chat sessions, web callbacks, post and other digitized documents. All these flows are automatically distributed to the most competent advisers, in accordance with business rules defined by MACSF. The IVR server offers member customers an improved welcome to the contact center. The adviser uses a single interface, which integrates complete customer data and response support tools. The supervisor has customizable views to help them monitor customer service activity in real time and interact live with advisers.