Streamlining processes. Before 2015, each channel (customer advisers via telephone or internet, store sales staff or customers on the website) had its own IT system and its own database. In 2015, Bouygues Telecom introduced a new software tool in order to optimise customer services. As a result of calm and collected teamwork, carried out with partner US software publisher Salesforce, followed by user testing, a platform was created, aimed at satisfying the following objectives: better handling of customers, fast and efficient replies, more transparency, and streamlining of products and services, which are now the same in the stores and on the internet.
For example, advisers can see more key information on their screens in order to better deal with customer enquiries. This comes in very handy as the customer services department gets millions of calls every month.
Bouygues Telecom’s “Accueil 360°” initiative continues to get even better. Improvements include: advisers and customers being able to see all exchanges; roll-out of an improved alert system to flag up the best offers; the continued enhancement of the Customer area and a new mobile app that enables customers to use instant messaging to contact advisers.
As you can see, Bouygues Telecom is becoming more attentive to customers to ensure they remain at the forefront of the process.