Calls and 600 emails handled daily
Locations in France and abroad
Seamless transition to full remote work during COVID
Since 1968, Azureva has been a leading provider of vacation village stays in France and internationally, boasting a network of 37 locations.
To support its growth and meet customer expectations across all channels, Azureva enhanced its customer relationship management system by integrating Diabolocom’s contact center solution with its proprietary CRM.
This successful integration marked a turning point in how Azureva handles customer interactions, shifting from a reactive, siloed approach to a proactive, omnichannel, and highly personalized strategy.
Azureva’s Ambitions to Reinvent Customer Relationships
From Reservation Handling to Proactive Engagement
Historically, Azureva’s customer service team focused primarily on booking management. The primary goal was to efficiently handle incoming inquiries by providing availability information for requested stays. This relatively static model placed customer service agents in a largely passive role.
With evolving customer expectations and increased competition, Azureva decided to transform its approach to prioritize proactivity and personalization.
As Jean-Marie Gamez, Azureva’s Head of Customer Service, explains:
“Today, we want to take things a step further. We’re developing outbound call campaigns to proactively reach out to customers, offering stays tailored to their past bookings or based on our ongoing marketing campaigns.”
The goal is to build deeper relationships with customers, anticipate their needs, and deliver added value with every interaction.
The Need for a Flexible, Omnichannel Solution
This strategic shift also brought increased complexity to customer relationship management.
Azureva’s agents handle an average of 1,200 calls and 600 emails daily. These high volumes required a solution that could seamlessly unify the management of multiple communication channels.
To tackle this challenge, Azureva sought a solution that was not only omnichannel but also highly flexible and open.
We were looking for a solution that could handle multichannel customer interactions and, at the same time, allow us to be autonomous in configuring it to suit our needs.
Azureva needed a solution flexible enough to be tailored to its unique requirements, which ultimately led to the choice of Diabolocom.
Azureva and Diabolocom: A Winning Partnership for Customer Relationship Management
A Tailor-Made Integration with an In-House CRM
Diabolocom’s strength lies in its ability to adapt to its clients’ information systems. This flexibility was exactly what attracted Azureva, whose internally developed CRM system couldn’t simply be replaced overnight.
Diabolocom offers multiple integration options. We chose to embed our CRM web page directly within the Diabolocom platform.
“But we didn’t stop there. Since our CRM is highly comprehensive and handles a lot of business operations, it’s easy to get overwhelmed by information. With Diabolocom, we implemented an intermediate page that surfaces only the most essential information for managing customer calls,” explains Jean-Marie Gamez.
This two-step integration allows agents to access all of Diabolocom’s telephony features directly within their usual work environment, while benefiting from a streamlined, concise view of essential customer data. The result is a significant boost in clarity and operational efficiency.
More Efficient and Proactive Agents
Thanks to Diabolocom, Azureva’s agents have seen a dramatic improvement in their daily workflows.
Gone are the days of endlessly toggling between multiple tools and screens to locate customer information. Now, all key data is just a glance away on their Diabolocom interface: customer profiles, booking history, interaction records, and more.
This streamlined access saves agents valuable time when handling customer inquiries.
Even better, this unified view provides a more comprehensive understanding of each customer, enabling more personalized interactions. For instance, if a customer calls to modify a reservation, the agent can instantly determine whether they’re a new client or a regular, review their past stays and preferences, and offer a tailored alternative that perfectly matches their needs.
Additionally, Diabolocom has empowered Azureva’s teams to go on the offensive with outbound call campaigns targeted at specific customers. These proactive efforts allow the company to offer customized vacation packages, transforming customer service into a true business growth driver.
Simplified Activity Management for Supervisors
Diabolocom also makes life easier for Azureva’s supervisors.
The solution provides a real-time, panoramic view of customer service operations, complete with key performance indicators such as the number of calls in queue, average handling time, and answer rates.
Access to these critical insights enables supervisors to make on-the-fly adjustments, ensuring optimal service delivery at all times.
Voici la traduction idiomatique et adaptée au marché américain :
Maintaining Strong Customer Relationships, Even in Times of Crisis
A 24-Hour Pivot to Remote Work
The year 2020 was defined by the global health crisis and successive lockdowns, forcing many businesses to rethink their work organization overnight. For Azureva, this challenge was met with agility and resilience.
“The impact on our customer service operations was relatively seamless. In less than 24 hours, we were able to transition our entire team to work from home. Agents simply had to update the phone number to which calls would be forwarded, either their landline or the mobile number we provided. From that moment on, they were able to work as if they were still in the office,” says Jean-Marie Gamez proudly.
This achievement was largely made possible thanks to the full-cloud architecture of Diabolocom’s solution. Accessible from anywhere with an internet connection, the platform allowed agents to replicate their usual work environment, whether from home or on the go. This capability ensured uninterrupted operations and guaranteed business continuity.
Uninterrupted Service for Customers
For Azureva’s customers, the swift transition to remote work was entirely seamless. Because agents had access to the same tools and processes as they did on-site, they were able to handle customer requests with the same level of efficiency and service quality.
The health crisis also became an opportunity for Azureva’s teams to demonstrate their adaptability and resilience.
We came out stronger from this period because we realized our ability to reorganize. We were able to reinvent ourselves to ensure business continuity.
Looking back, this experience not only validated the robustness of Azureva’s customer relationship model but also opened new doors in terms of organizational flexibility and agility.
Azureva and Diabolocom: A Partnership Focused on the Future
A Long-Term Collaboration
Beyond the performance of the solution itself, Jean-Marie Gamez particularly values the quality of the relationship with Diabolocom’s team.
We’re fortunate to work with a team that truly listens to its clients. They’re committed to improving their product, which allows us to contribute to Diabolocom’s development and ensures that the solution aligns perfectly with Azureva’s needs.
This close collaboration involves regular exchanges to identify areas for improvement and new features to develop. Far from being static, the solution is constantly evolving to stay closely aligned with real-world needs. This co-creation approach solidifies the partnership between Azureva and Diabolocom as a long-term, forward-thinking collaboration.
New Projects to Enhance the Customer Journey
Thanks to this strong relationship, Azureva is brimming with new projects aimed at further optimizing its customer experience.
In the near term, the company plans to implement a secure phone payment system directly integrated with Diabolocom.
Conclusion
By unifying its customer relationship management with Diabolocom, Azureva has placed customer knowledge and satisfaction at the core of its strategy.
This successful integration has provided the vacation village specialist with an agile, high-performing, and scalable solution to manage its multichannel interactions.
The benefits are clear: improved customer insights, the ability to anticipate and respond to requests in a personalized way, and better operational oversight. Together, these advancements have enabled Azureva to elevate its customer service from a simple booking function to a true value-creating asset.
