Case Study: La Poste improves reachability and self-service with DialOnce

La Poste achieves 100% reachability with DialOnce

The French postal service, La Poste, faced challenges with high call volumes and needed to improve customer reachability in a competitive environment. Their goal was to ensure a response to every customer request 24/7 while optimizing costs and accelerating their digital transformation. To address this, they partnered with vendor DialOnce.

DialOnce implemented its Visual IVR solution, which was deployed to handle requests, particularly for mail and regulatory issues. For simpler inquiries, it worked alongside a Voicebot, while for more complex or voice-unsuited contacts, only the Visual IVR was used. The results for La Poste were significant, including a 70% shift towards self-service journeys and 100% call handling around the clock. DialOnce provided a complete solution that absorbed all activity peaks, delivering considerable added value.

La Poste