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Providing a seamless experience for every customer, both online and in the branch

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Present throughout France, the group (which prefers to remain anonymous) was faced with numerous requests from its members and ambitious sales targets as part of a multi-channel strategy (CRC lead detection, emailing, salt-care). In a sector where trust and proximity are essential, the objective was to modernize the member pathway without dehumanizing the relationship, and to :

• Efficiently pre-qualify customer needs ;
• Enable branch advisors to focus on the customer's needs ;
• Contribute to the provision of value-added appointments (high value appointments > advisor, low value appointments > CRC promotion).

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The challenge was to offer a simple, fast and omnichannel appointment booking process, adapted to all profiles (individuals, businesses, external partners) while boosting team efficiency.

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Flexible, user-oriented, omnichannel appointment scheduling

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Thanks to the integration of the Agendize solution, the Group is able to offer its customers a fluid, personalized appointment-setting experience, accessible from multiple points of contact. This approach aims to adapt to individual preferences, while optimizing service quality and team efficiency.

Customers can thus choose the right contact and the right channel according to the nature of their request :

• With their personal advisor, for personalized, one-to-one support ;
• With an expert for specific support on social or financial issues ;
• With an advisor at a Customer Relations Center (CRC) for more general requests or a first level of information.

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They are also free to choose the meeting method that suits them best :

• Face-to-face at the branch of their choice, thanks to a store locator integrated into the interface, particularly useful for people on the move or living in more than one département ;
• By telephone, for greater flexibility ;
• By videoconference (Teams) to combine accessibility and remote human contact.

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In order to cater for all uses and reinforce adoption, several appointment-booking channels are available :

• A widget integrated into the CRM used by CRC advisors: they can directly book an appointment on behalf of the customer, in liaison with their assigned advisor or another expert, while ensuring traceability in internal tools ;
• Targeted e-mail campaigns: marketing and relationship-building campaigns integrate secure appointment-setting links, facilitating engagement and one-click conversion without the need to re-enter information ;
• Online customer space and mobile application: in self-care mode, members can book appointments autonomously 24/7 from their computer or smartphone.

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This omnichannel system covers all customer needs, whether digital or physical, proactive or supported. It reinforces the Group's proximity, availability and responsiveness, while relieving the burden on our field teams.

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A digital path designed to strengthen the human relationship

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Far from being a simple technological tool, the Agendize solution has been integrated into a logic focused on the user experience, designed to simplify customers' daily lives while enhancing the role of advisors. 

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Thanks to its seamless integration with the group's website, customer area, mobile application and internal CRM, the appointment booking process has become intuitive, available 24/7 and fully interconnected with the business ecosystem.

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In just a few steps, members can :

• Select the branch or contact channel that suits them best ;
• Specify the reason for their request, automatically directing them to the right contact person ;
• Choose an appointment slot to suit their availability, in complete autonomy.

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This gradual digitization was initially deployed via a POC in one regional department, then rolled out to all regions a few months later to support the change management process, generating concrete results :

• More than than hundreds of thousands appointments booked per year via a network of over several hundred branches and offices ;
• Customer satisfaction from the very first call, with no need to ask for the advisor's validation in the branch, lightening the load on advisors and refocusing their action on in-depth support and advice ;
• Smoother physical reception thanks to optimized branch flow management ;
• Increased member satisfaction, thanks to a clear, rapid and personalized process that respects their constraints.

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Full integration with business tools for optimum management

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Every interaction linked to an appointment automatically feeds internal tools, guaranteeing total traceability and enhanced activity management :

• Feedback to the customer's CRM: each appointment triggers the creation of a task or interaction, helping to reduce the administrative workload of field teams ;
• Bi-directional synchronization with employees' Microsoft calendars, ensuring real-time visibility and updating of schedules ;
• Data processing via in-house Business Intelligence tools, thanks to API integration enabling precise statistical monitoring, flow analysis and identification of continuous optimization paths.

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By combining technology, ease of use and tangible benefits, this digital pathway is a strategic lever for transforming human relations and operational performance.

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An effective solution for both individual and collective use

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In addition to making individual appointments, the group has exploited the full potential of the Agendize solution to structure its customer relations  in line with its social and territorial role.

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Concrete results in the field over the last three months :

• Several hundred thematic conferences were organized throughout France ;

• Thousands registrations have been recorded, demonstrating members' interest in these collective formats and the effectiveness of the system put in place.

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Each registration feeds into the Group's internal management tools and contributes to enriching customer knowledge, enabling the Group to better anticipate expectations, trigger targeted actions and strengthen its support role.

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This hybrid mode of operation, combining high value-added group events and personalized post-conference support, is fully in line with the Group's strategy of strengthening proximity while structuring a proactive, controlled and digitally-tooled customer relationship. 

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The result is better coverage of needs, greater mobilization of audiences and an enhanced advisory role for each customer.

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Use case : a tailor-made digital path for professionals

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The Group's digitalization strategy is not limited to individual customers. It also extends to the professional public (company directors, prospects and chartered accountants), with a system designed to meet their demands for responsiveness, simplicity and personalization.

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Thanks to the Agendize solution integrated into their information systems, these audiences can now make appointments independently with their personal advisor when they are already customers, or with a dedicated sales contact in the case of prospects or initial requests for information.

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The process is fully automated and connected to the Group's CRM, guaranteeing fast, relevant assistance : 

• The interface queries the CRM directly via the SIRET number entered by the user ;
• If the company is already listed, the system immediately identifies the advisor in charge and proposes suitable slots ;
• If the company is a prospect, the data entered in the form automatically creates a company file in the CRM, ensuring instant qualification and continuity in sales follow-up.

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Concrete results in the BtoB segment : in 2024, this digital career path enabled :

• Generated over several tens of thousands online appointments ;
• For more than 10,000 different companies, demonstrating the rapid adoption of the tool by a demanding audience.

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These interactions are also synchronized with internal collaborative tools (Microsoft calendar) and integrated with CRM and BI reporting, enabling fine-tuned management of sales performance and better coordination of field teams.

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A digital transformation with a human and operational impact

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This initiative is a perfect illustration of how well-thought-out digitalization, focused on the real uses of customers and employees, can become a strategic lever for customer relations and internal performance.

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By rethinking the appointment booking process around concrete needs, accessibility, simplicity and personalization, the Group has succeeded in :

• improve service quality, by offering a fluid, multi-channel experience, without ever sacrificing the human dimension of the relationship ;
• lighten the load on field teams, by automating low value-added tasks and streamlining flow management ;
• Enhance the professionalism of member relations, with a structured, traceable approach integrated with business tools.

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The result : a twofold tangible impact, both human, by enhancing interactions between advisors and members, and operational, by optimizing internal organization and resources.

A successful transformation that places technology at the service of a more efficient, closer and, for the long term, more serene relationship.

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