Effy modernizes its sales journey with Diabolocom’s custom mobile offering

Effy is a major player in France’s home energy renovation market. For over a decade, the company has supported homeowners with personalized guidance throughout their renovation projects—from initial contact to completion.

But with the rise of cold calls and tighter regulations around phone-based prospecting, maintaining this level of customer proximity had become a real challenge for Effy, a Diabolocom contact center customer since 2020.

Effy rose to the challenge by adopting Diabolocom’s mobile solution, significantly boosting its reach rate and improving both customer and sales team performance.

Effy: France’s leading energy renovation specialist

Founded in 2008, Effy quickly became a go-to brand for energy renovation projects in France. With more than 100,000 projects completed every year, Effy positions itself as a one-stop shop for homeowners ready to upgrade their properties.

From insulation to heating, ventilation, and renewable energy, Effy supports customers at every stage—from the initial energy assessment to the completion of the work by certified RGE (Recognized Environmental Guarantee) contractors. Their end-to-end approach includes guidance on financing and assistance with securing government subsidies, such as MaPrimeRénov and other regional programs.

This comprehensive model enables Effy to deliver tailored solutions tailored to each customer’s needs and budget. It’s a key differentiator that explains the company’s success in a booming market fueled by energy transition goals and household purchasing power. With annual revenue exceeding €1 billion, Effy is now France’s leading digital platform for energy renovation.

But this success wouldn’t be possible without the outstanding support delivered by its customer-facing teams. These teams are fully committed to customer satisfaction but must also navigate an increasingly competitive and regulated environment.

The challenge: staying reachable in a more restrictive legal environment

At Effy, the phone is a key channel throughout the customer journey. From the first contact and needs assessment to quote preparation and project follow-up, sales reps and advisors are constantly in touch with prospects and customers.

But over the past few years, keeping that phone connection alive has become increasingly difficult, as Martin Fert, Sales Operations Manager at Effy, explains:

Tougher regulations around phone prospecting—especially the requirement for B2C consent—have severely limited Effy’s ability to reach new potential customers.

At the same time, the growing number of sales calls has made consumers more cautious and less likely to answer unfamiliar numbers. The result: a dramatic drop in reachability.

This was particularly concerning given that responsiveness and high-quality follow-up are critical to Effy’s business. As Martin Fert puts it:

To address this, Effy sought a solution that would enable better communication with prospects and customers—without compromising regulatory compliance. That’s when they turned to Diabolocom’s mobile offering.

Diabolocom Mobile: streamlining the sales journey

Key benefits:

• A dedicated mobile number for each agent, activated instantly via SIM or eSIM
• Centralized customer interaction management from a unified voice + SMS/MMS interface
• Contextual tracking of all interactions via native CRM integration
• Full compliance with regulations on business mobile number usage

In the summer of 2024, Effy rolled out Diabolocom’s mobile solution to its sales teams. The deployment was smooth and fast, as Martin Fert recalls: “We were really looking forward to using Diabolocom Mobile. Setup was super easy. Diabolocom supported us every step of the way, and we were able to complete number portability for 30 mobile lines in just 4 days.”

By assigning each rep a dedicated mobile number, Effy was able to reestablish direct, personal connections with customers and prospects. It was a game changer, as Fert explains: “Having a personal mobile phone on hand instantly improves reachability. But more importantly, using mobile numbers—starting with 06 or 07—really boosts contact rates. It makes all the difference.”

Diabolocom’s mobile solution integrates seamlessly with Effy’s information systems and CRM platform, enabling smart, centralized management of every interaction. All calls and SMS messages are logged under each customer’s or prospect’s profile, ensuring complete, contextual tracking. The solution also provides better visibility into field reps’ activities, helping optimize coaching and support—a key factor in reducing turnover.

Sales reps appreciate the flexibility to switch between landline and mobile depending on the situation. This has significantly improved the sales journey by bridging the gap between traditional telephony and mobile.

On top of that, the team quickly embraced the solution’s added features—especially SMS, which proved a great complement to voice calls for timely, targeted follow-ups. As Fert notes:

The result for Effy? A quadruple win: better reach rates, greater comfort for sales reps, more deals closed, and a smoother customer experience.

These results confirm Effy’s strategic choice to go all-in on Diabolocom’s mobile solution—a perfect balance of business performance and compliance.