Case Study: Élogie-Siemp enhances customer service quality with ViaFlow from ViaDialog

ViaFlow helps Elogie-Siemp improve the quality of its customer service

Élogie-Siemp, the third-largest social landlord in Paris, needed to modernize its outdated customer service tool. Their previous solution provided incomplete information, made communication difficult to manage, and lacked real-time supervision capabilities for managers. They chose to partner with vendor ViaDialog and implement their ViaFlow solution to improve service quality and efficiency.

ViaDialog's ViaFlow platform provided a unified, intuitive system that gave agents a complete 360-degree view of tenant information and interactions. This increased agent productivity by eliminating the need to switch between applications. Supervisors gained a dynamic real-time dashboard to monitor call center activity and better support their teams. The solution led to a better call pick-up rate, improved Quality of Service (QoS), and optimized management across all communication channels for Élogie-Siemp.

Élogie-Siemp

Mathilde Brussiau

Tenant Relations Department Manager