‍

Offering a seamless experience to every customer, online and in-branch

‍
Present nationwide, the Group faced numerous customer requests and ambitious commercial objectives within a multichannel strategy (lead detection in the contact center, email campaigns, self-care). In a sector where trust and proximity are essential, the goal was to modernize the member journey without dehumanizing the relationship, and to :

‍
• Enable effective pre-qualification of customer needs;
• Allow in-branch advisors to stay focused on the customer in front of them;
• Contribute to generating value-added appointments (high-value → advisor, lower-value → handled by the contact center).

The challenge was to offer a simple, fast, omnichannel appointment-booking journey adapted to all customer profiles (individuals, businesses, external partners such as accountants, notaries...) while improving team efficiency.

‍

An omnichannel, flexible, user-oriented appointment system

‍
Thanks to the integration of the Agendize solution, the Group offers customers a smooth, personalized online appointment scheduling experience accessible from multiple touchpoints. This approach adapts to customer preferences while optimizing service quality and team productivity.

‍
Members can therefore choose the right contact and the right channel depending on their request :

‍
• Their dedicated advisor for individualized and personalized follow-up;
• A specialist for specific issues relating to individual customers;
• A contact center advisor for general questions or initial information.

They can also choose their preferred meeting format :

‍
• Face-to-face at the agency of their choice thanks to an integrated store locator—useful for customers who travel or live in multiple regions;
• By phone for greater flexibility;
• By video conference (Teams) to combine accessibility with human interaction at a distance.

To meet every need and encourage adoption, multiple appointment-booking channels are offered :

‍
• A widget integrated into the CRM used by contact center advisors, allowing them to schedule an appointment on behalf of the customer with their dedicated advisor or another expert, while ensuring traceability;
• Targeted email campaigns, including secure one-click booking links without re-entering information;
• The online customer portal and mobile app, enabling 24/7 self-service appointment scheduling from any device.

This omnichannel system ensures full coverage of customer needs, digital or physical, proactive or assisted. It strengthens the Group’s proximity, availability, and responsiveness while reducing pressure on field teams.

‍

A digital journey designed to strengthen human interaction

‍
Far more than a simple technological tool, the Agendize solution was integrated into a user-centric approach designed to simplify customers’ lives while enhancing advisors’ roles.

‍
Thanks to its seamless integration with the Group’s website, customer portal, mobile app, and internal CRM, the appointment scheduling journey has become intuitive, 24/7, and fully interconnected with business systems.

‍
In just a few steps, members can :

‍
• Select the agency or contact channel that suits them;
• Specify the purpose of their request, automatically routing them to the right person;
• Choose a timeslot that fits their availability autonomously.

This gradual digitalization, first deployed as a regional pilot, then extended nationwide to support change management, generated concrete results :

‍
• Several hundred thousand appointments booked online annually across the branch network;
• Improved customer satisfaction from the very first call, without needing advisor validation, reducing advisor workload and allowing them to focus on meaningful guidance;
• Smoother in-branch visits thanks to optimized flow management;
• Increased customer satisfaction thanks to a clear, fast, personalized journey that respects their constraints.

‍

Full integration into business tools for optimal monitoring

‍
Every interaction tied to an appointment automatically feeds the internal tools, ensuring full traceability and enhanced activity management:

‍
• CRM integration: every appointment creates a task or interaction, reducing administrative workload;
• Two-way synchronization with Microsoft 365 calendars, providing real-time visibility and updates;
• Data exploitation via internal Business Intelligence tools, enabled by API integration for statistical monitoring, flow analysis, and continuous improvement opportunities.

By combining technology, ease of use, and measurable benefits, this digital journey becomes a strategic lever for enhancing human relationships and operational performance.

‍

An effective solution for individuals and groups

‍
Beyond individual appointments, the Group also leveraged Agendize to structure its customer relations in line with its social and territorial mission.

‍
The tool is also used to organize and manage group information sessions to raise customer awareness on key topics (social rights, retirement, health, social support, etc.) across the country.

‍
This system enables the Group to :

‍
• Invite targeted customers to group sessions via email campaigns or personalized follow-ups;
• Automate registrations: each registered participant immediately generates a CRM interaction, ensuring event and relationship traceability;
• Identify specific needs revealed during group exchanges and propose personalized follow-up appointments with the appropriate advisor.

Concrete results over the last three months :

‍
• Several hundred thematic conferences organized nationwide;
• Thousands of registrations recorded, proving customer interest and the effectiveness of the system.

Each registration feeds internal monitoring tools and enriches customer knowledge, enabling the Group to anticipate expectations, trigger targeted actions, and strengthen its support role.

‍
This hybrid model combining high-value group events with personalized post-event follow-up fully aligns with the Group’s strategy: strengthening proximity while building a proactive, structured, digitally-supported customer relationship.

‍

Use case : a tailored digital journey for professionals

‍
The Group's digital strategy is not limited to individual customers. It also extends to professionals (business owners, prospects, accountants) with a system tailored to their needs for responsiveness, simplicity, and personalization.

‍
Through the Agendize solution integrated into its information systems, these professionals can now book appointments autonomously:

‍
• With their dedicated advisor if they are already customers;
• With a dedicated sales contact for prospects or first-time requests.

The journey is fully automated and connected to the CRM :

‍
• The interface queries the CRM directly using the company’s SIRET number;
• If the company is already registered, the system identifies the advisor and proposes suitable timeslots;
• If it is a prospect, the form data automatically creates a company record in the CRM, ensuring instant qualification and seamless commercial follow-up.

Concrete results on the B2B segment :

‍
• Several tens of thousands of appointments booked online;
• For more than 10,000 different companies
‍

Proof of rapid adoption by a demanding professional audience.

All interactions are synchronized with internal collaborative tools (Office calendars) and integrated into CRM and BI reporting, enabling precise commercial performance management and efficient coordination of field teams.

‍

A Digital Transformation With Human and Operational Impact

‍
This initiative illustrates how well-designed digitalization, centered on real customer and employee needs, can become a strategic lever for both customer relations and internal performance.

‍
By redesigning the appointment-booking journey around concrete needs—accessibility, simplicity, personalization, the Group succeeded in :

‍
• Improving service quality with a seamless multichannel experience without sacrificing human interaction;
• Reducing field-team workload by automating low-value tasks and smoothing workflow management;
• Strengthening relationship professionalism with a structured, traceable, fully integrated approach.

The result : a dual, tangible impact, human, by enhancing advisor–customer interactions, and operational, by optimizing organization and internal resources.
‍

A successful transformation that puts technology at the service of a more efficient, closer, and more sustainable customer relationship.