Case Study: PMU enhances customer service and advisor efficiency with Odigo

PMU and Odigo a solid partnership that owes nothing to chance

The customer, Pari Mutuel Urbain (PMU), a French horse racing betting company, faced the challenge of generating a positive emotion at every customer contact point. They needed to simplify customer journeys and advisor tools, be present for clients at the right moment, and provide maximum comfort for their 250 advisors. To address these goals, PMU partnered with vendor Odigo to improve the steering of its customer relationship.

Odigo implemented its solutions, including call collection, speech recognition, SMS, a connector with PMU's Salesforce CRM, and Verint's QM suite. This provided advisors with intuitive tools to work more efficiently and offer personalized solutions, turning them into brand ambassadors. The partnership resulted in very flattering satisfaction scores of over 90% and built a strong relationship of trust between Odigo and PMU, with the vendor actively listening to the customer's specific needs for future roadmaps.

Pari Mutuel Urbain

Sébastien Passedouet

Director of Services and Customer Relations