Case Study: Alliance Healthcare achieves improved customer service by optimizing complaints processing with Bonitasoft

Alliance Healthcare Improving customer service by optimizing complaints processing

Alliance Healthcare, a leading distributor of health products in France, faced fragmented, manual complaint handling: operators worked from their own agencies with no centralized tool, making tracking and consistent customer service difficult. To address this, Alliance Healthcare selected Bonitasoft and its Bonita platform to standardize and centralize complaints processing and improve service quality.

Bonitasoft, with integration partner Prosodie, implemented a virtualized Bonita platform (later moving to Bonita Cloud) that integrated all logistics actors, automated operations, and added monitoring indicators. Deployed initially in two agencies in 2016 and then rolled out across the organization, the solution improved traceability, boosted team productivity, standardized customer treatment and increased satisfaction rates, while delivering a scalable, cloud-managed platform aligned with Alliance Healthcare’s digital strategy.

Alliance Healthcare

José Duarte

Chief Information Officer