Case Study: Macif achieves continuous reachability with DialOnce Visual IVR

Macif switches 22% of calls to digital with DialOnce

Macif, a major insurance company, faced a critical challenge with the onset of the first COVID-19 lockdown, as it was suddenly unable to handle incoming calls with its advisors forced to work from home. The customer needed a fast, agile solution from vendor DialOnce to manage call peaks, improve customer experience, and promote digital use.

DialOnce implemented its Visual IVR solution for Macif in just 48 hours, shifting telephone calls to a digital pathway for self-care or asynchronous processing via a contact form. This solution ensured 100% reachability, with 22% of incoming calls successfully switched to digital and 60% of those digital sessions geared towards self-care or a form. Due to its effectiveness and member acceptance, the DialOnce system remains active.

Macif