Dékuple Assurance improves responsiveness, productivity, and customer satisfaction with Diabolocom’s omnichannel solution

Dékuple Assurance needed to adapt customer service to a digital-first world – without compromising efficiency, agility, or regulatory compliance. With Diabolocom, the company unified voice and digital channels into one omnichannel platform, improving responsiveness, advisor productivity, and customer satisfaction at scale.

Context

Dékuple is a European family-owned group, founded in 1972, and now a major player in cross-channel data marketing and communication. The group operates across several areas of data-driven marketing and communication, including insurance brokerage through its subsidiary Dékuple Assurance.

Dékuple Assurance specializes in the distribution of B2C and B2B insurance and complementary health insurance products. To support its customer relationship operations, the division relies on the Diabolocom platform, delivering a high level of satisfaction among both policyholders and internal teams.

The Challenge: Adapting customer relations to new digital behaviors

In recent years, customer behavior in the insurance sector has evolved rapidly. Customer journeys are increasingly digital and omnichannel, with a strong preference for written channels such as email, SMS, and messaging applications. When customers choose to call, it is often for urgent or complex requests, with high expectations around responsiveness and personalization.

At the same time, insurance companies face strict and continually evolving regulatory requirements related to compliance, call recording, and traceability.

For Dékuple Assurance, these trends exposed the limits of a traditional telephony-based setup:

• Difficulty managing multiple channels in a consistent way
• Limited visibility into full customer interaction history
• Reduced agility to adapt contact scenarios and campaigns
• Increased operational pressure on advisors
  

With around 90 internal advisors and external service providers handling several hundred thousand interactions per year, Dékuple Assurance needed to move beyond basic call handling toward a modern, scalable omnichannel platform.

The Solution: From traditional telephony to an agile omnichannel platform

Dékuple Assurance selected Diabolocom to modernize its contact center and support this transformation.

The Diabolocom platform enables the management of inbound and outbound calls with premium voice quality, while seamlessly integrating written channels into a single interface. Advisors benefit from a 360° view of customer interaction history, allowing them to respond more efficiently and consistently, regardless of the channel used.

Ease of adoption was a critical success factor. Both internal teams and external partners were able to onboard quickly, supported by Diabolocom throughout deployment, training, and ongoing optimization.

Arnaud Delpierre, CEO of Dékuple Assurance, notes that “The rapid adoption of the solution by internal teams is a strong indicator of success.” Further articulating that beyond usability, Diabolocom provides the flexibility needed to continuously adapt customer contact strategies. Operational teams can independently configure and adjust:

• Call blending between inbound and outbound activity
• Automated campaigns
• Customized interaction scenarios

This autonomy enables a test-and-learn approach, aligned with evolving customer behavior and business priorities.

A single partner for voice, platform, and compliance

Diabolocom’s positioning as both a Contact Center as a Service (CCaaS) provider and a telecom operator was a decisive factor for Dékuple Assurance.

Voice channel management is fully handled by Diabolocom, ensuring stable audio quality and service continuity, including during extended hours or high-volume periods. Phone number management and platform administration are centralized with a single partner, simplifying operations and reducing complexity.

Compliance is central to customer relations in the insurance sector. Stereo call recording, separating advisor and customer voices, enables detailed conversation analysis, quality monitoring, and regulatory traceability.

A long-term partnership focused on continuous improvement

The collaboration between Dékuple Assurance and Diabolocom is part of a long-term approach to building a more agile, compliant, and customer-centric contact center.

Future initiatives include the adoption of AI-driven capabilities to support advisors, simplify processes, and further enhance customer experience, as well as the integration of new communication channels aligned with evolving customer usage.

Diabolocom has become a trusted, long-term partner for Dékuple Assurance, supporting the modernization of customer relations while securing operations and enabling sustainable growth.