{"id":7287,"date":"2026-01-16T08:53:04","date_gmt":"2026-01-16T08:53:04","guid":{"rendered":"https:\/\/www.iriz-consulting.com\/?page_id=7287"},"modified":"2026-02-19T15:40:23","modified_gmt":"2026-02-19T15:40:23","slug":"client-references-agirc-arrco","status":"publish","type":"page","link":"https:\/\/www.iriz-consulting.com\/en\/client-references-agirc-arrco\/","title":{"rendered":"Agirc-Arrco"},"content":{"rendered":"
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"agirc-arrco-logo\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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Overview and key figures<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Agirc-Arrco oversees and coordinates the activities of all stakeholders involved in complementary retirement plans for private-sector employees. This represents:<\/p>

  • around 25 million contributing employees and their employers,<\/li>
  • over 700,000 retirement applications processed each year,<\/li>
  • over 13 million retirees paid monthly<\/li><\/ul><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Unified CRM Platform<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Platform replacing 12 disparate<\/span> tools<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    2 Chatbots<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Individual domain and business domain<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    Web space<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    DSN coding support for businesses<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    5 000 users<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Now powered by Pega<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    40 000 requests<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Processed per day<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    What is the CRM Retraite program about?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Our client since 2019<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    There are 12 supplementary pension funds within the Agirc-Arrco scheme.<\/b> \nHistorically, each of them had its own customer relationship management tool, meaning that information could be redundant and fragmented across the different platforms.<\/p>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    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.<\/strong><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    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.<\/strong><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Multiple PEGA application implementations supporting CRM at AGIRC-ARRCO<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Key features\u200b:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    • Creation <\/span>of a CRM for managing <\/span><\/b>individual requests<\/span><\/b>.<\/span>\u200b<\/li>
    • Components reuse<\/b> of the CRM application for individuals to implement a CRM dedicated to entreprises<\/li>
    • Development of two PEGA chatbots<\/b>, one for the Individual domain and the other for the Enterprise domain.<\/li>
    • Development of a <\/span>PEGA-powered web space<\/span><\/b> to provide <\/span>DSN coding assistance for businesses.<\/span>\u200b<\/li><\/ul>
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      These applications enable:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The CRM integrates all customer requests related to supplementary pension schemes<\/strong>: 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.<\/strong><\/p>\n

      <\/figure>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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      Individual CRM:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      • Production deployment of the <\/span>entire CRM application <\/span><\/b>for 2 GPS (MH and <\/span>Apicil) <\/span>in 10 months with a team of 5 developers<\/span><\/b>.<\/span>\u200b<\/li>
      • Extension to the 10 other GPS, <\/span>for a total of 12 user entities<\/span><\/b>.<\/span>\u200b<\/li>
      • Co-production with <\/span>the integration and training of 4 client resources <\/span><\/b>AGIRC-ARRCO (SA\/SSA)<\/span>\u200b<\/li>
      • Around <\/span>fifteen integrations<\/span><\/b> with internal web services completed.<\/span>\u200b<\/li>
      • 7 Integrated communication channels <\/span><\/b>(email, phone, SMS, <\/span>social media, letters, forms, agency)<\/span>\u200b<\/li>
      • A generic management journey and specific ones to <\/span>handle <\/span><\/b>all customer requests.<\/span><\/b>\u200b\u200b<\/li>
      • Development of a <\/span>PEGA UI kit ensuring consistency of <\/span><\/b>applications and components with the <\/span><\/b>AGIRC-ARRCO brand guidelines<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Key figures: <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        \n

        30 000<\/span><\/b> <\/p>

        Requests processed per day<\/span><\/p>\n

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        3 000<\/span><\/b>\u00a0<\/p>

        Daily users of the application<\/span><\/span>\u200b<\/span><\/p>

        <\/figure><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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        The Enterprise CRM:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        • Reuse of the Individual CRM application foundation to accelerate production deployment.<\/b><\/li>
        • A complete and operational application delivered in <\/span>8 sprints of 3 <\/span><\/b>weeks <\/span><\/b>with a development team consisting of <\/span>2 <\/span><\/b>SSA and 2 SA<\/span><\/b>.<\/span>\u200b<\/li>
        • Continuous <\/span>improvements<\/span><\/b> since 2021.<\/span>\u200b<\/li>
        • A total of <\/span>9 user entities <\/span><\/b>for the application in the long term<\/span>\u200b<\/li>
        • Around <\/span>ten integrations <\/span><\/b>with external systems completed via <\/span>webservices (Vision 360, SSO, \u2026).<\/span>\u200b<\/li>
        • 5 Integrated communication channels <\/span><\/b>(email, phone, <\/span>letters, forms, agency)<\/span>\u200b<\/li>
        • A generic management journey and specific ones to <\/span>handle <\/span><\/b>all customer requests.<\/span><\/b>\u200b<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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          Key figures: <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          10 000<\/span><\/b>\u00a0<\/p>

          Requests processed per day<\/span><\/p>

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          2 000<\/span><\/b>\u00a0<\/p>

          Daily users of the application<\/span><\/span><\/p>

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          94%<\/span><\/b>\u00a0<\/p>

          Requests processed on time<\/span><\/span>\u200b<\/span><\/p>

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          Tools for a significant improvement in user experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          ChatBot:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          • Agirc-Arrco is the <\/span>first client in France <\/span><\/b>to implement the <\/span>PEGA Chatbot<\/span><\/b>.<\/span><\/b>\u200b<\/li>
          • Lead on the functional and technical side by providing <\/span>a 100% IRIZ team<\/span><\/b>.<\/span>\u200b<\/li>
          • Deployment in <\/span>6 sprints of 2 weeks <\/span><\/b>while respecting project deadlines and with <\/span>a team of 1 to 2 <\/span><\/b>SA\/SSA developers.<\/span><\/b>\u200b<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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            Web portal for DSN coding:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            • Strengthens the consulting and engagement offer <\/span><\/b>of <\/span>DSN actions.<\/span>\u200b<\/li>
            • 100% of the scope deployed in 3 months <\/span><\/b>with a team of <\/span>2 developers.<\/span><\/b>\u200b<\/li>
            • Use of the PEGA <\/span><\/b>Knowledge<\/span><\/b> component to <\/span>accelerate deployment.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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              Testimonial video<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              D\u00e9couvrez le programme CRM port\u00e9 depuis 2019 par la DSI de l\u2019Agirc-Arrco et notre \u00e9quipe dans ce t\u00e9moignage de Yann Tortelier, Responsable du Syst\u00e8me d’Information Transverse. 
              <\/p>

              The centralization of information and the use of a unified platform now enable Agirc-Arrco to seamlessly address all of their clients\u2019 needs.<\/span><\/span>
              <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

              Descriptif et chiffres cl\u00e9s L\u2019Agirc-Arrco pilote et coordonne l\u2019activit\u00e9 de tous les acteurs de la retraite compl\u00e9mentaire pour les salari\u00e9s du secteur priv\u00e9. Cela repr\u00e9sente : environ 25 millions de salari\u00e9s cotisants et leurs employeurs, plus de 700 000 demandes de retraite par an, plus de 13 millions de retrait\u00e9s pay\u00e9s mensuellement CRM unifi\u00e9 Plateforme […]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-7287","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/pages\/7287","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/comments?post=7287"}],"version-history":[{"count":69,"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/pages\/7287\/revisions"}],"predecessor-version":[{"id":7468,"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/pages\/7287\/revisions\/7468"}],"wp:attachment":[{"href":"https:\/\/www.iriz-consulting.com\/en\/wp-json\/wp\/v2\/media?parent=7287"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}