Case Study: Clientela achieves omnichannel, ultra-personalized customer journeys and higher agent productivity with Vocalcom Hermès

Clientela Versatility and omnichannel adoption at the heart of customer service

Clientela is a French customer relations outsourcer founded in 2002 that supports major press clients like Le Figaro and manages complex, high‑volume customer journeys (500,000+ calls per month) across two sites with 130 employees. Faced with the need to deliver premium, ultra‑personalized omnichannel service and rapidly adapt to events, Clientela adopted the Vocalcom Hermès solution from Vocalcom to consolidate phone, email, SMS and chat interactions and manage large inbound and outbound campaigns.

Vocalcom implemented an omnichannel contact‑center platform with a predictive automated dialer, flexible IVR control, integrated scripting and real‑time supervision, enabling Clientela to boost agent productivity, launch large campaigns quickly and monitor quality across multiple customers. The Vocalcom solution supports Clientela’s scale and retention metrics—65% recurring revenue, 40% of customers retained over 15 years—and provides measurable operational gains in campaign efficiency and supervisor visibility.

Clientela

Marc de Boislaville

Founder and Chief Executive Officer