How a CIO is improving the customer experience

On March 10-11, 2015, EXALEAD Dassault Systèmes presented its solutions at Big Data Paris. One of the workshops featured Benoît Bourdé from Dassault Systèmes & Olivier Renard, CIO from La Poste Mobile, describing the French MVNO’s deployment of EXALEAD.

La Poste Mobile needed a partner to achieve three objectives: customer satisfaction, financial gains and reporting. Olivier Renard explained that “We quickly realized that, if we were to efficiently manage our growth, we urgently needed to manage all our customers with a CRM solution.”

La Poste Mobile chose EXALEAD for various reasons:OneCall aggregates all the systems data, making it available in a user-friendly manner to salespeople in post offices and contact centers

– The solution delivers a 360° view of the customer profile, quickly and easily.

– It also provides alerts when profiles are created or closed, as well as detailed views and custom reports.

– One day of training on the solution is enough to master it. The employees are ready to use OneCall directly. It means time and cost savings for both customers and employees.

OneCall is able to crawl open source data and the Web to complete its customer profiles. In the future, it will have prescriptive and predictive functions (combining algorithms and crawling, the prediction rate reaches about 80%) so that potential losses can be converted to business opportunities. For more information, watch the video of the workshop in French with English subtitles: