How Tessi achieved a 70% response rate on call campaigns with Diabolocom’s solution

Tessi is one of Europe’s leaders in business process outsourcing, with sales of over €523 million in 2023 and a presence in 15 countries. Their secret to such success? It’s their unique ability to blend growth with operational excellence, all while embracing a forward-thinking strategy centered on innovation and a relentless commitment to excellence in serving major clients.

In this competitive environment, Tessi manages to successfully assist its clients and establish itself as an industry leader — a direct result of its agility and the support of trusted technology partners.These include Diabolocom, whose omnichannel solution has become a key element in the group’s strategy for orchestrating end-customer interactions in just a few years.

As a strategic partner to Tessi, Diabolocom and its solution served as a key driver of performance and differentiation—a true asset in the highly demanding sector of outsourced customer relations. Let’s revisit this successful partnership through Tessi’s perspective.

Tessi, a fast-growing European leader

Over the years, Tessi has established itself as a key player in the European business process outsourcing market. 

Tessi owes its success to the breadth of its service offering, which spans the entire customer relations value chain, from front to back office. Their expertise serves a diverse range of industries, including banking, healthcare, and manufacturing, supporting businesses of all sizes. Tessi’s tailored solutions cover a variety of functions, from HR and IT services to customer relations, demonstrating their versatility and dedication to addressing the unique needs of each sector.

The group supports its customers in issues as varied as omnichannel management of interactions, processing of requests and complaints, content moderation and the digitization of documents and processes.

However, this wide range of expertise and pursuit of growth come with two key challenges: maintaining low costs while ensuring consistent service quality, and expanding the business while continuing to deliver impeccable service.

To overcome these challenges, Tessi chose to rely on the Diabolocom solution, ensuring they can meet their objectives efficiently and effectively.

Choosing Diabolocom to meet the requirements of Tessi’s customers

Tessi deployed the Diabolocom solution for the first time in 2017. The requirements were highly demanding: within just one month, Diabolocom had to deploy a platform capable of managing up to 10,000 daily calls in 5 different languages, across 2 separate sites, utilizing half a dozen phone numbers and an equal number of interactive voice servers. Tessi praised the speed at which the solution was implemented and configured, thanks to the support of the Diabolocom teams.

“One month for a customer project of this size and nature is very short, even for a service provider like us!” emphasizes Raphaël L’Yvonnet, Contact Center Business Director at Tessi.

In the end, what really convinced Tessi was Diabolocom’s robustness and scalability. “The solution performs just as well in activities involving just a few advisors as it does in more complex and extensive configurations,” explains Raphaël L’Yvonnet.

Thanks to Diabolocom’s telecom operator infrastructure, it easily supports flows of 10,000 calls a day or more, with no loss of quality.

This reliability was particularly put to the test during the health crisis of 2020, which forced Tessi to switch 90% of its workforce to telecommuting in just a few days. A challenge successfully met thanks to Diabolocom’s cloud architecture, which ensured total continuity of service. 

“Until now, telecommuting had never been considered, let alone tested, as a business continuity solution,” emphasizes Raphaël L’Yvonnet. “Now that our customers have seen that with a SaaS solution like Diabolocom, our teams are perfectly operational while working from home, teleworking is now one of the service continuity options we officially offer.”

Apart from the undeniable technical knowledge and quick adaptability, what really makes the difference in Raphaël L’Yvonnet’s eyes is the quality of the relationship with Diabolocom’s teams.

At both commercial and operational levels, exchanges are always constructive, and as a customer relations provider, we need a responsive partner to ensure top service for our clients. I’m fully satisfied with the support we receive.

Today, Diabolocom has become a key element in Tessi’s service offerings and its responses to RFPs. “50% of our customers want us to use a telephony solution that they have chosen themselves,” explains Raphaël L’Yvonnet. “When this is not specified, we recommend Diabolocom’s solution, which we have tested for its capabilities both in managing incoming calls as well as executing  outbound calling campaigns.”

Diabolocom benefits Tessi’s performance

Beyond Diabolocom’s responsiveness and flexibility during the deployment phases, it is the solution’s extensive functionality that appeals to Tessi’s teams on a daily basis.

First and foremost, advisors appreciate the interface’s ergonomics and ease of use, enabling them to process interactions more efficiently. For their part, supervisors benefit from a complete overview of activity in real time, as well as advanced control functions and call whispering. All of which facilitate team management and the optimization of service quality.

The benefits are also tangible for IT teams and solution operators.

Today, at all our sites, employees are familiar with Diabolocom. The interfaces are intuitive, and we are now autonomous for more than 80% of the settings made for our customers.

This autonomy is a real plus for Tessi, enabling the firm to rapidly adapt the solution’s configuration to the specific needs of each client.

But it’s Diabolocom’s versatility that really makes the difference. The solution is capable of managing a wide range of interaction channels (voice, email, chat, etc.) and integrating them into fluid, coherent paths. 

“Everything Tessi implements for its customers is based on the end-user, his path, his uses,” explains Raphaël L’Yvonnet.

Our advisors need to be able to reach customers on these different channels and have an overall view of exchanges. An open, omnichannel solution like Diabolocom means we don’t have to multiply the number of tools and impose an organization on our customers that would be dictated by the limitations of this or that tool.

This flexibility is also reflected in Diabolocom’s ability to interconnect with customer information systems. The solution can be interfaced with the customer’s CRM, enabling advisors to access customer data in real time and update files throughout their interactions. A guarantee of efficiency and productivity, both for Tessi employees and end-customers.

This openness is also illustrated by the wealth of follow-up possibilities offered by Diabolocom. For example, when a customer can’t be reached by phone, an SMS can be sent automatically inviting them to call back, or offering them a phone appointment at a time of their choosing. 

On call campaigns, which are announced to customers by mail and followed up by SMS, we achieve response rates of 70%.

This boosts the performance of Tessi’s operations, while offering end-customers a tailor-made experience.

All these advantages make Diabolocom a key part of Tessi’s strategy for digitizing the customer journey.

Data analysis at the heart of the continuous improvement approach

Over and above its immediate operational benefits, one of Diabolocom’s greatest assets lies in its ability to generate a wealth of data on end-customer interactions. This data is used by Tessi on a daily basis to monitor the performance of its services and feed into a continuous improvement process.

“The core expertise of a service provider is the management of operations and performance, with a focus on the continuous improvement of services and the quality delivered,” Raphaël L’Yvonnet points out. “This expertise is fed by data, and the data Diabolocom provides as standard is very comprehensive.”

Detailed activity reports, customizable dashboards and key indicators available in real time enable Tessi teams to closely monitor the performance of each operation. Supervisors can quickly identify strengths and areas for improvement, and implement targeted corrective actions.

But Tessi goes further by cross-referencing this data with data from other sources (CRM, business tools, satisfaction surveys, etc.) in its own business intelligence tools. “We feed Diabolocom’s data into our analysis tools, where it is enriched with data from other sources to produce the contractual reporting and operational dashboards on which our improvement plans are based”, explains Raphaël L’Yvonnet.

This 360° view of performance, made possible by the openness and interoperability of the Diabolocom solution, is a key asset for substantiating  exchanges with customers and measuring the benefits of optimization efforts over time.

This virtuous process of continuous improvement is not limited to the perimeter of each customer. It also enhances the relationship between Tessi and Diabolocom.

As a service provider, we are super-users of Diabolocom tools.

“Our feedback and the specific needs raised by our customers contribute directly to the evolution of the solution. It’s a real win-win relationship.”

Conclusion

With Diabolocom, Tessi has a solution that meets the demands of its outsourcing business: robust, scalable, flexible and functionally rich. A solution that enables it to absorb the growth of its activities while guaranteeing a high level of quality and performance over time .

But beyond the technology, it’s the quality of the partnership between Tessi and Diabolocom that really makes the difference. The responsiveness and proximity of our teams, the way in which feedback from the field is taken into account in product developments, the ongoing support we provide to our projects: these are just some of the ingredients that nurture a virtuous collaboration in the service of end-customer experience.

Leveraging these strengths, Tessi intends more than ever to capitalize on the Diabolocom solution to support its development and differentiate itself in the highly competitive customer relationship market. This presents promising growth prospects, both in France and internationally.