Case Study: Hauts-de-Seine Habitat ensures 100% call handling during lockdown with Zaion Overflowbot

How Did Hauts-de-seine Habitat Manage To Take Care Of All Its Requests During The Lockdown Period

Hauts-de-Seine Habitat, a social housing office in France, faced a major challenge during the COVID-19 lockdown. With its agencies closed and advisors working remotely, it needed a solution to maintain contact with its 45,000 tenants, handle urgent requests like rent payments, and avoid the social risk of isolation, all while preserving its core value of proximity. The organization turned to vendor Zaion and its Overflowbot solution to manage this emergency.

Zaion implemented its Overflowbot, a telephonic communication channel, in just three days. The solution handled 100% of incoming calls 24/7, assessing each request and providing background information so advisors could call tenants back asynchronously. The results were highly successful, with the bot processing 15,000 calls and enabling 99% of callbacks to occur within an hour. This allowed Hauts-de-Seine Habitat to maintain its high level of service and continue its social mission seamlessly throughout the lockdown.

Hauts-de-Seine Habitat

Tiphaine Birmingham

Deputy General Director