Case Study: Babilou achieves a 10-point NPS uplift and resilient, personalized service with Vocalcom Salesforce Edition

Babilou Presence and reassurance at the service of customer satisfaction

Babilou, the European leader in business daycare centers active in 12 countries, faced the challenge of managing a single national inbound number that handles 40,000–50,000 calls a year with strong seasonality and spikes (a 60% increase during the 2020 health crisis). To keep center teams focused on children while ensuring personalized, timely responses and efficient lead handling, Babilou selected the Vocalcom Salesforce Edition contact center solution natively integrated with their Salesforce CRM.

Vocalcom’s solution provided an autonomous IVR, automatic callbacks, caller-ID-triggered CRM pop-ups, agent skill routing and real-time dashboards, enabling agents to manage calls and web leads directly from Salesforce. Thanks to Vocalcom, Babilou absorbed the surge in demand, shifted advisors to cloud-based remote work, improved occupancy and lead conversion, and achieved measurable outcomes including an NPS that exceeded its target by 10 points and an 80% referral rate.

Babilou

Benjamin Cazin

Customer Service Manager