Case Study: Butagaz boosts 24/7 order handling with Zaion Callbots

How did Lisa, the first sales Callbot in Europe, automate a share of Butagaz’s orders

Butagaz, a major French multi-energy supplier, sought to improve the speed and efficiency of its customer order handling while freeing its advisors for higher value-added tasks. The company wanted to automate its phone channel to provide a quick, 24/7 service for customers needing to order gas. To address this challenge, Butagaz partnered with vendor Zaion to implement a conversational AI solution, specifically a sales Callbot.

Zaion implemented a Callbot named "Lisa" to automate the end-to-end process of taking orders and tracking deliveries over the phone. The solution allows customers to place orders 24/7 by simply speaking their requests, which are processed directly into Butagaz's SAP and Salesforce systems. This implementation by Zaion yielded significant results, including nearly 60,000 automated orders, an 85% caller satisfaction rate, and an average order rating score of 8.2/10, all while improving the omnichannel customer journey.

Butagaz

Agnès Testard

Customer Experience Director