Case Study: CNM Prévoyance Santé achieves personalized, 100% remote member service and improved answer rates with Vocalcom Hermes

CNM Prévoyance Santé Fostering a close relationship through a 100% remote model

CNM Prévoyance Santé, a French supplemental health insurer with 90,000 members and no physical agencies, needed to maintain a close, personalized relationship through a 100% remote customer service model. To support two contact centers handling inbound and outbound activity, the company selected Vocalcom and its Vocalcom Hermes contact center solution to manage high-volume calls and serve an often non-digital, older customer base.

Vocalcom implemented its Hermes platform with CRM integration, a contact-card pop-up, automated dialer, configurable IVR and real-time supervision tools, enabling agents to work remotely and autonomously run campaigns. As a result, CNM Prévoyance Santé now answers over 90% of calls, halved its call abandon rate, cut average call duration by about 15%, and achieved call answer rates of 96–98% during COVID-19 — measurable improvements attributed to Vocalcom’s flexibility and integration capabilities.

CNM Prévoyance Santé

Christian Reynaud

Development Director