Case Study: Crédit Agricole Nord de France boosts reachability and sales productivity with DialOnce Visual IVR

How did Crédit Agricole Nord de France optimise its reach and boost its commercial productivity

Crédit Agricole Nord de France, a regional bank with 239 branches and a multichannel customer service model, faced a sharp surge in incoming calls after launching a new customer portal. Answer rates fell from 80–85% to 40–50%, creating pressure on teams and limiting their ability to provide quality service and outbound follow-up. To address this, the bank turned to DialOnce and its Visual IVR to better qualify requests and redirect suitable contacts toward self-service journeys.

DialOnce deployed its Visual IVR across all phone lines, built around real customer behaviors and carefully designed call scenarios rather than copying existing flows. The solution quickly improved reachability by 34 points, helped redirect 16% of calls to digital journeys, and doubled or tripled advisor productivity, with insurance contract sales increasing threefold thanks to freed-up time. Customer satisfaction also reached 90%, and Crédit Agricole Nord de France reported greater team serenity and a return to proactive outbound calling.

Crédit Agricole Nord de France

Laurent Graziani

Director of the Customer Relations Centre for the Consumer Market