How GIE-GES optimized its relationships with plan participants and business partners with SquAire Interaction

GIE-GES (Groupement d’Intérêt Économique de Gestion de l’Épargne Salariale) manages employee savings plans in the financial sector. It handles relationships with savers, companies and business partners. The deployment covers both an internal and an external contact center, for 150 users.

Challenges

• Know customers better. Get to know savers and companies through a 360° view.
• Optimize customer relations. Make customers feel valued (listening, personalization, availability) and keep control of every interaction.
• Anticipate rather than react. Make steering more effective so teams can see issues coming.

Solution

• Front and back office, connected. Contact management and information sharing between the front office and the management back office, with every relationship workflow modeled and implemented.
• Integrated with business applications. Connection to the existing business application chains.
• Tailored journeys. Saver and participant journeys designed for both B2B and B2C relationships.
• Operational consulting. Streamlining and optimizing relationship processes.

Results

• Resources freed up and reassigned to higher-value services.
• Smoother handoffs and escalations between the front office and the various management teams.
• Fewer repeat calls.
• Unified multichannel steering, with a global view of the activity.
• Deeper knowledge of customers and their interactions.

Key success factors

• A smooth integration in a complex, regulated environment.
• Concrete results, with a solution that keeps evolving.
• A partnership built on trust, support and expertise.