Bouygues Telecom
Telecommunications
Seamlessly integrate web, contact center, and store channels into an omni-channel digital experience for customer service with an aggressive timeline and budget constraints.
Project Details
Bouygues Telecom, also known as Bytel, is a prominent telecommunications operator in France with a strong focus on the B2C segment. In 2015, Bouygues Telecom initiated a global IS program called A360, short for “Accueil 360.” The primary goal of A360 was to create a unified omni-channel digital experience for customer service by seamlessly integrating web, contact center, and store channels.
Required Services
Salesforce Customer Community
Salesforce Success Cloud
Obstacles
Bouygues Telecom faced several critical challenges in its pursuit of an omni-channel customer service solution:
Large-Scale Integration
Deploying an omni-channel solution for 7,000 call center agents serving a customer base of 14 million presented significant integration complexities.
Aggressive Timelines
The project had aggressive timelines, with a fixed price budget, allowing only five months for delivery and one additional month for deployment.
Multi-Channel Complexity
The solution needed to cater to various user groups, including agents, stores, telesales, and customers, covering both fixed and mobile services for the B2C segment.
360-Degree Customer View
The project aimed to provide a 360-degree view of all customer interactions across different channels, including customer service, emails, letters, social media, and SMS.
Solution Approaches
GFGG IT partnered with Bouygues Telecom to address these challenges.
The following solution approaches were implemented:
Multi-Channel Solution
GFGG IT designed a multi-channel solution to serve various user groups and cover both fixed and mobile services for the B2C segment.
360-Degree Customer View
The solution provided a comprehensive 360-degree view of customer interactions across key channels, facilitating more personalized and effective customer service.
The implementation of GFGG IT's solutions followed a systematic process:
Platform Deployment
Salesforce Service Cloud, Customer Community, and Knowledge were deployed to create a unified platform for omni-channel customer service.
Integration
The complex integration of web, contact center, and store channels was carried out with meticulous planning and execution.
User Training
Comprehensive training was conducted to ensure all user groups could effectively utilize the multi-channel solution.
Key Benefits
The implementation of GFGG IT’s solutions delivered several key benefits to Bouygues Telecom.
Increased Knowledge
The project enhanced Bouygues Telecom's knowledge about customer data and interactions, enabling more informed decisions and personalized service.
Cost Reduction
The deployment of an integrated omni-channel solution helped reduce the cost of operating and maintaining customer service technology.
Standardized Communications
Customer communications were standardized across all channels, improving consistency and brand image.
360-Degree Customer View
The project successfully provided a 360-degree view of each customer, allowing for more effective and personalized customer interactions.
Final Results
The outcomes of the project demonstrated its success and its positive impact on Bouygues Telecom’s operations.
Bouygues Telecom gained deeper insights into customer data and interactions, leading to more informed decision-making and better service.
The cost to operate and maintain customer service technology was reduced, optimizing resource allocation.
Standardized customer communications improved the consistency of the customer experience, enhancing brand image.
The 360-degree view of customers provided a holistic understanding of each customer, enabling more personalized and effective interactions.
In conclusion, GFGG IT’s strategic implementation of Salesforce solutions played a pivotal role in transforming Bouygues Telecom’s customer service operations into a seamless omni-channel experience. This case study underscores the importance of advanced technology solutions in overcoming challenges and improving customer service in the telecommunications industry. GFGG IT’s ability to deliver tailored solutions empowered Bouygues Telecom to enhance customer knowledge, reduce costs, standardize communications, and provide a 360-degree view of customers, aligning with their goal of delivering an exceptional customer experience across channels.
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