Agents
Agencies
Call Response Rate
Carrefour Group, one of the world’s leading retail companies, selected Diabolocom as its interaction management platform for several divisions, including Carrefour Voyages.
Facing the challenge of streamlining inbound call management across its network of 125 travel agencies, Carrefour Voyages aimed to enhance responsiveness and service quality while preserving the personal connection that defines its agencies.
A Network of Agencies Embracing Modernization
With 125 agencies, Carrefour Voyages is a prominent player in the travel industry. However, in a rapidly changing market driven by digital innovation and evolving customer behaviors, the brand realized it needed to modernize to maintain its competitive edge.
In late 2017, Carrefour Voyages began reevaluating its outdated phone system. Each agency operated its own phone line without centralized oversight, resulting in inconsistent service quality and accessibility issues for customers. To address this, the company selected Diabolocom’s cloud contact center solution, which fulfilled all the requirements outlined in their project specifications.
As Nathalie Pernes, Head of Remote Sales and the primary administrator of the solution, noted: “The ease of deployment and use of the solution were decisive factors in choosing Diabolocom.”
The project involved modernizing the agencies’ phone infrastructure while connecting them to enable centralized management of inbound call flows. Despite the technical and organizational challenges, the project progressed, even as the COVID-19 crisis reshaped priorities in 2020.
A Transformation Accelerated by COVID-19
In March 2020, the travel industry came to a standstill overnight. Carrefour Voyages anticipated a surge in calls from customers seeking to postpone or cancel their trips. Many agencies were not yet equipped with Diabolocom’s solution and were forced to close, threatening service continuity.
“Our top priority was to remain reachable for our customers,” recalls Nathalie Pernes. “It was unthinkable to leave customers without answers about their trip cancellations or refunds.
"Diabolocom delivered a solution within hours: our 550 agents were connected to the platform and could take calls from home. A toll-free number was quickly set up using Diabolocom’s telecom services."
This swift deployment not only helped Carrefour Voyages navigate the crisis but also acted as a catalyst, demonstrating the advantages of a centralized, remotely accessible solution and encouraging broader adoption across the network.
A Unified Telephony Infrastructure with Diabolocom
One of the project’s primary goals was to streamline and unify the customer journey across all touchpoints. Achieving this required rethinking the relationship between physical agencies and the Remote Sales department, supported by a unified telephony infrastructure. Diabolocom addressed this challenge with:
- CRM Integration: The platform integrates with Microsoft Dynamics, allowing agents to access customer profiles during calls and manage interactions directly within the CRM interface.
- Network-wide Deployment: The traditional phone lines were replaced across all 125 agencies, enabling centralized control over inbound call flows while maintaining decentralized operations.
- Intelligent Call Routing: A national IVR system and inter-agency overflow mechanisms ensure that calls are redirected to available agents across the network during peak times.
As Nathalie Pernes explains:
“Thanks to these changes, Remote Sales and agencies now operate as a virtual call center of 550 agents across 125 entities, while retaining the benefit of customer proximity. Diabolocom is perfectly suited to this model and provides all the tools we need to monitor and manage this virtual call center.”
Tangible Results for Customer Service
The transformation of Carrefour Voyages’ customer service has yielded measurable benefits:
- 90%-95% Call Response Rate: Enhanced accessibility and faster response times.
- Streamlined Customer Experience: A single contact number and intelligent routing ensure a seamless customer journey.
- Agent Empowerment: User-friendly tools have simplified daily tasks and improved employee satisfaction.
Customers now enjoy better service continuity, even during peak periods, thanks to inter-agency call overflow. Agents, in turn, benefit from a more efficient and flexible working environment.
“For our agency teams, the change has been transformative! The solution is simple to use, and agents appreciate its benefits daily,” adds Nathalie Pernes.
Encouraged by these results, Carrefour Voyages plans to continue optimizing its customer service processes, confident in the ongoing support of Diabolocom.
Performance Management Driving Improvement
Another key objective was to enable precise performance management using reliable, centralized data. Previously, Carrefour Voyages lacked visibility into call volumes and key performance indicators, as data was fragmented across individual agencies.
Today, Diabolocom’s real-time reporting and supervision tools allow teams to monitor customer service activity at both the agency and national levels. Managers can access comprehensive KPIs with just a few clicks, providing invaluable insights for decision-making and performance evaluation.
A Customer-Centric Transformation
Carrefour Voyages’ commitment to enhancing customer satisfaction and service quality positions the company as a model for customer-centric transformation. By leveraging technology to free up human resources, the company has reinforced its dedication to delivering exceptional service and support.
The partnership with Diabolocom is built on trust, understanding, and shared ambition. As the travel industry evolves, Carrefour Voyages aims to stay ahead with the continued support of Diabolocom’s innovative solutions.
