cmonassurance

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“The IP Office solution allowed us to optimize our administrative costs and improve productivity.”  
 
—Anthony Gobin, Manager of the sales team 
 

Benefits

Increased Productivity
Improved Customer Service

CMONASSURANCE SELECTS AVAYA TO IMPROVE THE QUALITY OF ITS CUSTOMER SERVICE

The challenge: finding a unified, dynamic solution for the management of customer interactions that is simple to manage and helps cmonassurance to provide better service to its customers.
 
Cmonassurance, a subsidiary of Alptis Assurances, is an insurance brokerage company operating exclusively online. Its goal is to satisfy increasing demand among Internet users for a health insurance contract tailored specifically to their needs and their budget.
 

Since its creation in 2007, cmonassurance has set itself apart with its original, innovative approach, both in terms of solutions and the broad range of services offered to its customers: health mutuals, credit-risk insurance, life insurance, funeral coverage and occupational pension products. Customer relations are key to the strategy of cmonassurance, which offers personalized, reliable, transparent advice to its 30,000 customers and potential customers, according to their needs and goals in regards to insurance services. As soon as a potential customer contacts the company via the Internet, an expert agent is assigned to him or her to manage the request in a personalized manner. The agent proposes the solutions which are most appropriate for the customer’s needs, with total transparency when it comes to service details. The agent assists the customer with each step of his or her research and throughout the contract, regardless of the means of communication.

 

"Our customer service rating has increased from 85% to 95%, resulting in a 2014 Customer Service award, confirming that we made the right strategic and technological choices.”
 
—Marie Content, Executive Director of cmonassurance.
 

From the time of its creation, cmonassurance had an outsourced telephony solution but the limits of this solution became clear very quickly, both in terms of functionality and scalability. After some discussion, cmonassurance decided they needed a new telephony and contact center solution and the clear choice was Avaya.

Taking the advice of its partner, Artelcom, a certified Platinum integrator of Avaya solutions, cmonassurance chose to benefit from a true customer interaction management solution. The IP Office solution, combined with the Avaya Contact Center Select has proven to be an excellent solution, which required a combination of advanced contact center functionality as well as a simple management solution.
 
“Before switching to Avaya, we were using separate solutions to manage voice, email and web flows. The Avaya solution allows us to manage these channels together and to interact with our customers with complete transparency regardless of the medium,” said Anthony Gobin, Manager of the sales team at cmonassurance. "Now, our agents manage more than 500 incoming calls, 1,500 outgoing calls, and 200 incoming emails each day on a single platform with a multi-channel waiting line.” Cmonassurance has also equipped its agents with Avaya Communicator softphones, offering them a unified communication environment on their computers, with a click-to-call option and interconnectivity with the company CRM system. This specific development, designed by Artelcom and integrated by cmonassurance, allows agents to open customer data sheets on their computers when an incoming call is received, helping them to manage the call more more effeciently.
 
“The Avaya Contact Recorder solution allows us to locate a recording very easily. In the insurance field, it is very important to have a recording of conversations, especially for anything related to contractual documents. All conversations with our prospective customers and customers are recorded and we are able to store them and make use of them very easily for supervision and training purposes or management of any misunderstandings,” explained Anthony Gobin.
 

 
"The Avaya solution is perfectly adapted to our trade and satisfies
our customer service quality needs.”
 
—Anthony Gobin, Manager of the sales team at cmonassurance.
 

“Thanks to the help of our partner, Artelcom, the transition to the Avaya IP Office solution was very simple and transparent, very smooth for our teams,” Mr. Gobin continued. “The IP Office solution also allowed cmonassurance to optimize its administrative costs and improve its productivity.”
 
“Satisfaction surveys completed by our customers revealed a great increase in customer satisfaction rates and perceived service quality. This solution is a true accelerator for our business,” insisted Mr. Gobin.
 
“Our customer service rating has increase from 85% to 95%, resulting in a 2014 Customer Service award, a wonderful reward for our teams, confirming that we made the right strategic and technological choices,” said Marie Content, Executive Director of cmonassurance.
 
“Avaya is a major provider of multi-channel contact solutions, helping companies like ours to significantly improve their service quality. I would recommend Avaya to any company desiring an effective customer relations management solution,” explained Mr. Gobin.
 

CHALLENGES

  • Finding a unified, dynamic solution for the management of voice, email, and chat customer interactions that is simple to manage on a daily basis

VALUE CREATED

  • Improvement in quality of service offered to customers
  • Optimization of customer interaction and processing ability
  • Increased productivity with the creation of a unified working environment for agents
  • Cost savings
 

About cmonassurance

cmonassurance.com is the trade name of Alptis direct. Alptis direct is a subsidiary of Alptis assurance, created in 2007, which distributes life insurance on the Internet with the support of an insurance agent telephone platform. We take the greatest care with our 30,000 insured customers and each of them has a dedicated agent. The quality of customer relations is at the core of our strategy.
 

CUSTOMER PROFILE
  • Headquarters:

  • France

cmonassurance.com is the trade name of Alptis direct. Alptis direct is a subsidiary of Alptis assurance, created in 2007, which distributes life insurance on the Internet with the support of an insurance agent telephone platform. We take the greatest care with our 30,000 insured customers and each of them has a dedicated agent. The quality of customer relations is at the core of our strategy.

What our Customers are saying
"I would recommend Avaya to any company desiring an effective customer relations management solution.”

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  • Anthony Gobin

  • cmonassurance

AVAYA SOLUTIONS DELIVERED