Case Study: Carrefour Voyages achieves a 95% call response rate with Diabolocom

Carrefour Voyages Achieves a 95% Call Response Rate with Centralized Call Management

Carrefour Voyages, a travel agency network within the Carrefour Group, faced the challenge of managing inbound calls across its 125 decentralized agencies. With an outdated phone system that lacked oversight, the company struggled with inconsistent service quality and accessibility. To modernize and enhance customer service, they selected Diabolocom's cloud contact center solution.

Diabolocom implemented a unified telephony infrastructure featuring CRM integration with Microsoft Dynamics, intelligent call routing, and a network-wide deployment. This allowed Carrefour Voyages to operate as a virtual call center. The solution enabled a 95% call response rate, ensured service continuity during peak times, and empowered 550 agents to work effectively, including remotely during the COVID-19 crisis.

Carrefour Voyages

Nathalie Pernes

Head of Remote Sales