PLURIAL NOVILIA, A MAJOR PLAYER IN SOCIAL HOUSING

Plurial Novilia is a leading social housing provider in France, committed to innovation to improve the quality of service for its tenants. With locations in the Paris region and Reims, the company supports thousands of clients daily by placing digitalization at the heart of its processes.

Some key figures:

• 80,000 to 90,000 clients
• 500 employees
• 13 local agencies

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A NEED TO MODERNIZE CUSTOMER INTERACTIONS

Before implementing Agendize, appointment scheduling at Plurial Novilia was done exclusively by phone or at the branch, generating high demand for staff and a certain frustration among tenants.

Key challenges identified:

Streamlining appointment scheduling between tenants and account managers, while reducing queues at the branch.

Easing call center congestion and optimizing team efficiency.

Offering a 24/7 accessible solution, meeting tenants' new expectations for digitalization and flexibility.

To tackle these challenges, Plurial Novilia chose Agendize via Orange Business, an intuitive solution tailored to its needs.

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AGENDIZE FEATURES ADOPTED BY PLURIAL NOVILIA

To improve appointment management and streamline tenant relations, Plurial Novilia has deployed several key Agendize features:

• Online appointment scheduling module: integrated into the client portal and synchronized with Office 365, it allows tenants to book a slot based on their account manager's availability.
• Appointment customization: each appointment is categorized according to seven predefined topics, with appropriate durations for better interaction management.
• Automated SMS and email reminders: to prevent no-shows

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IMMEDIATE BENEFITS : A SIGNIFICANT IMPROVEMENT IN THE CUSTOMER EXPERIENCE

The integration of Agendize into Plurial Novilia generated immediate benefits :

• 24/7 availability: tenants can now schedule appointments at any time, without constraints.
• Significant reduction in call volume and reduced reception congestion: customer service representatives save time and can focus on higher-value interactions and tasks.
• Scheduling optimization: thanks to automated reminders, the rate of no-shows has decreased, ensuring greater organizational efficiency.

Thanks to this collaboration with Orange Business and Agendize, Plurial Novilia has modernized its customer journey while optimizing the efficiency of its teams. A successful digital transformation that places innovation at the heart of customer relations.

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