Overview and key figures
Agirc-Arrco oversees and coordinates the activities of all stakeholders involved in complementary retirement plans for private-sector employees. This represents:
- around 25 million contributing employees and their employers,
- over 700,000 retirement applications processed each year,
- over 13 million retirees paid monthly
Unified CRM Platform
Platform replacing 12 disparate tools
2 Chatbots
Individual domain and business domain
Web space
DSN coding support for businesses
5 000 users
Now powered by Pega
40 000 requests
Processed per day
What is the CRM Retraite program about?
Our client since 2019
There are 12 supplementary pension funds within the Agirc-Arrco scheme. Historically, each of them had its own customer relationship management tool, meaning that information could be redundant and fragmented across the different platforms.
In 2019, Agirc-Arrco decided to implement a CRM platform designed to simplify and optimize customer relationships, both for its operational teams and for its customers.
Centralizing information and using a single tool provides advisors with an optimal understanding of the client and prevents the client from having to repeat or resubmit information previously shared with another representative. All stakeholders share information provided just once by the client.
Multiple PEGA application implementations supporting CRM at AGIRC-ARRCO
Key features:
- Creation of a CRM for managing individual requests.
- Components reuse of the CRM application for individuals to implement a CRM dedicated to entreprises
- Development of two PEGA chatbots, one for the Individual domain and the other for the Enterprise domain.
- Development of a PEGA-powered web space to provide DSN coding assistance for businesses.
These applications enable:
The CRM integrates all customer requests related to supplementary pension schemes: more than 45,000 requests are recorded every day. This solution enables Agirc-Arrco social protection groups to deliver a consistent and uniform message to all their customers.
Individual CRM:
- Production deployment of the entire CRM application for 2 GPS (MH and Apicil) in 10 months with a team of 5 developers.
- Extension to the 10 other GPS, for a total of 12 user entities.
- Co-production with the integration and training of 4 client resources AGIRC-ARRCO (SA/SSA)
- Around fifteen integrations with internal web services completed.
- 7 Integrated communication channels (email, phone, SMS, social media, letters, forms, agency)
- A generic management journey and specific ones to handle all customer requests.
- Development of a PEGA UI kit ensuring consistency of applications and components with the AGIRC-ARRCO brand guidelines
Key figures:
30 000
Requests processed per day
3 000
Daily users of the application
The Enterprise CRM:
- Reuse of the Individual CRM application foundation to accelerate production deployment.
- A complete and operational application delivered in 8 sprints of 3 weeks with a development team consisting of 2 SSA and 2 SA.
- Continuous improvements since 2021.
- A total of 9 user entities for the application in the long term
- Around ten integrations with external systems completed via webservices (Vision 360, SSO, …).
- 5 Integrated communication channels (email, phone, letters, forms, agency)
- A generic management journey and specific ones to handle all customer requests.
Key figures:
10 000
Requests processed per day
2 000
Daily users of the application
94%
Requests processed on time
Tools for a significant improvement in user experience
ChatBot:
- Agirc-Arrco is the first client in France to implement the PEGA Chatbot.
- Lead on the functional and technical side by providing a 100% IRIZ team.
- Deployment in 6 sprints of 2 weeks while respecting project deadlines and with a team of 1 to 2 SA/SSA developers.
Web portal for DSN coding:
- Strengthens the consulting and engagement offer of DSN actions.
- 100% of the scope deployed in 3 months with a team of 2 developers.
- Use of the PEGA Knowledge component to accelerate deployment.
Testimonial video
Découvrez le programme CRM porté depuis 2019 par la DSI de l’Agirc-Arrco et notre équipe dans ce témoignage de Yann Tortelier, Responsable du Système d’Information Transverse.
The centralization of information and the use of a unified platform now enable Agirc-Arrco to seamlessly address all of their clients’ needs.