Norevie

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.

“With a single entry point,
everything has become much easier."

—Emmanuel Clinkemaillie, IT Project Manager at Norevie

Benefits

Improved Customer Service
Increased Productivity
Network Scalability

NOREVIE ENTRUSTS ITS TELECOMMUNICATIONS STRUCTURE TO AVAYA

The social housing enterprise Norevie has decided to install Avaya IP Office Server Edition, to improve communication between members of staff and customers. The solution proposed by Cheops Technology sets communication standards and simplifies management through a single, simplified web-based interface.

With decades of experience, Norevie currently controls various aspects of social housing that range from rental management to construction and development. Since its creation in 1913, the company has remained true to its primary mission: to facilitate access to both rental housing and home ownership. Its inventory currently consists of more than 11,000 rental units, of which 46% are individual apartments spread over 50 municipalities in the Nord and Pas-de-Calais regions. In 2010, Norevie chose to partner with the Arcade group, which shares the same values. This partnership facilitates the exchange of know-how, pooling of resources, sharing of knowledge and use of best practices. It has allowed Norevie to join the framework agreement on socially useful commitments of the Arcade Group. In addition, Norevie's area of expertise extends to care for the elderly through the consortium with Floralys, its reference shareholder, with whom the landlord shares its headquarters.

CHALLENGES

  • Eliminate the paperwork generated by traditional telephony
  • Reduce downtime during installation
  • Active Directory coupling

VALUE CREATED

  • Employee satisfaction
  • Increase in productivity
  • Ease of management of the platform

Faced with a telephony system that had become obsolete, Norevie and Floralys made the decision to invest in a solution that would allow increased productivity and to focus 100% on customer satisfaction. “With our previous analog business phone solution, between the bridging, tracking and wiring, it took nearly two hours just to install a phone,” says Emmanuel Clinkemaillie, IT project manager at Norevie. “When moving from one office to another, it was necessary to devote half a day to switch telephones,” he adds.

Anxious to improve productivity and enjoy the benefits of the enhanced features for both their customers as well as their internal teams, Norevie turned to Cheops Technology for advice.

A customized solution was proposed: the Avaya IP Office Server Edition solution associated with the KIAMO call center, and the NOVA solution from SLIT, to make the connection between the Active Directory and IP Office from Avaya.

However, Norevie and Floralys were hesitant to take the risk of launching such an operation without taking precautions. A test phase was organized by the Avaya and Cheops Technology teams to detect potential problems. The issue was particularly important for Floralys and more specifically Floralys Domicile, the home help service. Due to the nature of the service they provide, they needed to ensure there would be no downtime or disruption to the service they provide to their clients.

The Norevie and Floralys teams were also able to use this test phase to benefit from training on IP telephony so that they would be ready for the day of the switch: “The Cheops Technology team who spoke to us was very professional,” says Emmanuel Clinkemaillie.

This stage of preparation and test allowed the teams to detect errors that could be corrected and to launch the switch of the telephony in record time: in fifteen minutes everything was ready. The line switch took place transparently.

“The implementation of the solution was a success thanks to the excellent partnership between Cheops Technology and Avaya, with whom we consulted constantly, and who have demonstrated responsibility and great responsiveness,” he adds.

Since the installation of the Avaya solution, the Norevie and Floralys teams have showed a higher level of commitment toward the company. During previous updates, the company used to send a hard copy to all employees. Now “everything is managed from the Active Directory and updates are directly reflected in the Avaya system,” says Clinkemaillie. “With a single entry point, everything has become much easier,” he adds.

"With our previous analog business telephony solution, between the bridging, tracking and wiring, it took nearly two hours just to install a phone.”

—Emmanuel Clinkemaillie, IT Project Manager at Norevie

About Norevie

Active in social housing since 1913, Norevie is a Social Housing Enterprise (SHE) based in the employment area of Douai, Orchésis and Cambrésis that thrives today in greater Pévèle and the Metropolis of Lille. Initially under the company name of Société des Habitations Ouvrières du Nord (SHON), the company has undergone various changes, before taking its current name in 1995. Its primary purpose was to house and support employees of businesses in Northern France as well as their families. Proud of its main mission: to facilitate access to housing for the greatest number, for Norevie social housing is more than a profession, it is a real vocation. Rigor and professionalism guide their teams in their daily relationship with tenants as well as partners. 

For more information: www.norevie.com

CUSTOMER PROFILE
  • Headquarters:

  • France

Active in social housing since 1913, Norevie is a Social Housing Enterprise (SHE) based in the employment area of Douai, Orchésis and Cambrésis that thrives today in greater Pévèle and the Metropolis of Lille. Initially under the company name of Société des Habitations Ouvrières du Nord (SHON), the company has undergone various changes, before taking its current name in 1995. Its primary purpose was to house and support employees of businesses in Northern France as well as their families. Proud of its main mission: to facilitate access to housing for the greatest number, for Norevie social housing is more than a profession, it is a real vocation. Rigor and professionalism guide their teams in their daily relationship with tenants as well as partners.

What our Customers are saying
"The implementation of the solution was a success thanks to Avaya, with whom we consulted constantly, and who have demonstrated responsibility and great responsiveness."

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  • Emmanuel Clinkemaillie

  • Norevie

AVAYA PRODUCTS DEPLOYED