Customer Testimonial
Omnichannel
Customer Engagement Solutions
As the European leader of business daycare centers, Babilou runs in France a network of 450 centers under its own name as well as 1,700 partner centers, reserved for salaried parents. In order to allow daycare center teams to concentrate fully on working with children, all inbound calls are routed to the customer service department using a single phone number for all of France.
Challenges
Babilou’s family advisors answer parents’ questions, received by phone or through the company website, regarding the functions and reception methods in the network’s daycare centers. Agents also assist with offering vacant spots to non-salaried parents based on availability.
Optimizing customer service in complete autonomy
Leveraging CRM data for a personalized experience
Continuous service quality optimization
Advantages
Native integration in Salesforce Automatic customer file pop-up Autonomous IVR configuration Agent skill management Real-time supervision60%
Increase of inbound calls by 60%
10
NPS that surpassed their goal by 10 points
How to optimize the management of your incoming contacts?
Babilou, the European leader of business daycare centers, chose the Vocalcom Salesforce Edition contact center solution to equip its customer service department.
50 000
40,000 to 50,000 calls received per year
2400
Employees