How IESA Optimized Its Customer Service and Cut Average Handling Time by 19% with Diabolocom

A Key Player in the Digital Transformation of the Real Estate Industry

IESA is part of the Aareon Group, one of Europe’s leading SaaS providers for the real estate sector. With decades of experience, the company offers digital solutions that automate processes, connect stakeholders, and centralize financial and document management.

Thanks to its innovative approach and deep market knowledge, IESA has become a trusted partner for thousands of professional firms. In a fast-changing digital landscape, the company decided to evolve its customer service model.

The Challenge: Moving from an On-Premise Solution to an Integrated Cloud System

For years, IESA managed its customer service center with an on-premise solution that provided no reliable statistics and couldn’t integrate with its Oracle environment. This lack of visibility made decision-making difficult and slowed continuous service improvement.

The company needed an agile, scalable solution that could efficiently handle call flows while ensuring seamless integration with its core business software.

A Smooth Collaboration for a Strategic Project

To carry out this transformation, IESA chose Diabolocom, supported by its trusted Oracle integrator, ARIN. The Diabolocom cloud solution was deployed across five key modules:

• A user-friendly IVR for inbound call routing
  
• Call recording to ensure quality control
  
• Real-time dashboards for live performance tracking
  
• Advanced reporting to analyze key metrics
  
• Native Oracle integration for end-to-end continuity
  

The project was rolled out in phases, with a gradual migration from the previous system. Throughout the call redirection and number porting process, IESA’s support teams remained fully operational, with no impact on service quality.

Tailored Training for Fast Adoption

To ensure full autonomy, Diabolocom provided a three-day intensive training program for IESA’s agents, supervisors, and administrators. The goal: empower every user to manage the solution independently, without relying on external support.

Today, more than 100 employees use the solution, with the number expected to reach 120 in the near future. The deployment continues to expand across departments.

Immediate Impact on Performance

The new system had an immediate effect on IESA’s customer service KPIs — both technically and operationally:

• 27% reduction in average waiting time (2023–2025)
  
• 19% decrease in Average Handling Time (AHT), driven by the Oracle integration (2022–2025)
  
• 140,000 inbound calls are efficiently managed per year
  
• +78% more recovered calls
  

The solution also delivered tangible benefits for customers, agents, and the company as a whole:

• Smarter handling of VIP customers through intelligent call routing
  
• Instant response to negative customer feedback
  
• Full adoption of remote work with 100% connected teams
  

While some agents were initially apprehensive about the new system, its ease of use and real-time visibility into queues, contacts, and call history quickly won them over.

An Agile, Customer-Centric Approach

The implementation followed an agile methodology, with weekly sprints and continuous UAT validation. This approach allowed the solution to evolve in step with IESA’s internal needs.

And the project is still evolving. As the main rollout concluded, IESA was finalizing deployment in its remaining departments. The next step: identifying new areas for improvement and exploring future platform features.

The partnership with Diabolocom has laid the foundation for a more agile, transparent, and high-performing customer service operation.