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A committed player in social protection at the heart of French life

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With more than a century of history behind it, AG2R LA MONDIALE has established itself as one of the most emblematic players in social protection and wealth management in France. This unique model, at once paritarian, mutualist and not-for-profit, places performance at the service of the collective interest.

A few figures that speak for themselves :

• 15 million people protected ;
• More than 500,000 corporate customers ;
• Comprehensive coverage of health, provident, savings and retirement needs ;
• A nationwide presence, with teams close to policyholders.

Beyond these figures, it is a vision that makes the difference, that of a group deeply committed to social responsibility, which places customer relations and the user experience at the heart of its strategy.

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A key challenge for AG2R LA MONDIALE, offering a fluid, personalized customer experience

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Preparing for retirement is a decisive moment in a policyholder's life. AG2R LA MONDIALE has set itself the ambitious goal of offering simple, accessible and human support through a digitalized, yet attentive, customer journey.

The group has thus strengthened its services around several priorities :

• Make it possible to book appointments at any time and in complete autonomy ;
• Deploy free personalized retirement interviews, accessible from the age of 45 ;
• Guarantee greater responsiveness for in-house staff ;
• Measure satisfaction at every stage of the process, so as to continually improve the services offered.

“ We wanted to automate our advisors' work as much as possible, while allowing them to integrate the tool into their own business software. It's a highly agile solution, which we configured in-house and tailored to our image. It meets our needs perfectly, particularly in the event of an advisor being absent or the company closing down.”

Sabine Metayer - Customer Relations Center Manager AG2R La Mondiale

To meet these requirements, the appointment scheduling tool had to evolve. The old system didn't allow for sufficient flexibility, or integration with everyday tools.

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An agile solution that adapts to team and customer needs

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Agendize came into contact with us through an invitation to tender. AG2R LA MONDIALE was quickly won over by :

• The functional richness of the platform ;
• Seamless integration with existing tools ;
• Notification automation ;
• Excellent value for money ;
• The proactivity of the support team.

Today, some thirty licenses are in use for a variety of purposes :

• Retirement interviews for policyholders, by telephone or videoconference ;
• Facilitating the scheduling of individual appointments following policyholder participation in a webinar ;
• Event organization and invitation: in-house pension information webinars ;
• In-house IT support with appointment scheduling between colleagues ;
• Complete management by CRC managers, managers and customer advisors.

The Agendize platform has been seamlessly integrated, becoming a daily tool for employees as well as a key lever for improving relations with policyholders.

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Recognized results that change the daily lives of teams and customers alike

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Since adopting Agendize, AG2R LA MONDIALE has seen a clear transformation in the user experience, as well as efficiency gains for its teams :

• Significant reduction in absences, with 17% fewer no-shows thanks to automated reminders ;
• +20% more interviews carried out by videoconference, for greater comfort and accessibility ;
• A clear interface that displays everyone's agenda, facilitating reassignments in the event of absence ;
• Detailed reports to monitor activity and identify areas for improvement ;
• Invaluable time-savings in appointment management ;
• More autonomous staff able to adjust time slots according to needs ;
• Smoother customer reception thanks to clearer organization and better anticipation.

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“We've gained in speed and fluidity: where we used to use manual Excel files, everything is now centralized and automated.”

Sabine Metayer - Customer Relations Center Manager AG2R La Mondiale

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