Case Study: Eovi Mcd Mutuelle achieves faster first-call resolution and improved customer satisfaction with Dassault Systèmes' EXALEAD OneCall

Eovi Mcd Mutuelle - Customer Case Study

Eovi Mcd Mutuelle, the number two inter‑professional mutual insurance company in France after a recent merger, was struggling with slow, fragmented phone support because customer information lived in multiple siloed systems. To give agents a 360° view of members and improve first‑call resolution, Eovi Mcd Mutuelle selected Dassault Systemes’ 3DEXPERIENCE Platform and its EXALEAD OneCall customer engagement application.

Dassault Systemes delivered EXALEAD OneCall as a federated search and indexing layer that preserves source systems while surfacing all relevant data in a single interface; the solution indexed the main user database of over two million members in roughly 15 minutes. As a result, agents access information instantly, answer more questions on the first call, reduce stress and call handling time, and Eovi Mcd Mutuelle reports improved responsiveness and higher customer satisfaction.

Eovi Mcd Mutuelle

Frédéric Louis

Chief Information Officer