Overview and key figures
Groupama is a French mutual insurance group that supports individuals, professionals, and businesses in insurance, savings, and financial services. Deeply rooted in local communities, Groupama relies on a model built on proximity, solidarity, and long-term commitment.
1 000 000 interactions
Just 3 weeks after Go-Live
12 000 users
Unified nationwide deployment
Customer experience
Enhanced
Standardization
Activity management and performance monitoring
Customer Relationship Program Renewal
Our client since 2023
Objectives:
A better, more personalized customer experience.
Omnichannel interaction management.
The standardization of activity management and performance monitoring.
Value added by our applications:
✅ Improving the customer timeline through interactions.
✅ Streamlining business processes and their automation, while minimizing manual advisor interventions.
✅ The introduction and display of response time commitments (SLA).
✅ A personalized relationship with clients, supported by a clear view of the interaction history.
CRM & IT Integration
- Implementation of customer interactions within 6 months, to automatically capture key customer journey data.
- Numerous integrations with the existing IT system, the user portal, and alignment with already implemented IT standards.
- Systematic work in mixed teams, with our consultants taking responsibility for upskilling Groupama resources.
- Coordination with Front teams for the development of custom components.
- A modern architecture enabling the processing of large data flows (Kafka event-driven system).
- A gradual migration strategy for tasks from the legacy application system.
- Fully automated delivery management.