Appointment making

Optimize field operations
Using optimized processes and innovative technologies, we help you to improve your appointment-booking process and to:

  • Optimize the field team's fill rate
  • Improve the customer experience (reduce wait times before appointments, increase customer self-sufficiency)
  • Improve visibility of all steps of the process

To do this, we implement several tools:

  • A chatbot interface that includes field team schedules, allowing customers to make appointments independently
  • Automation of certain tasks (numbering during the appointment-booking campaign, algorithms to maximize availability, after-appointment satisfaction surveys, etc.)
  • Improved visibility for customers: SMS/email summarizing the appointment, real-time appointment status details
  • Improved field team visibility: SMS/email reminders for the appointment

Solutions and benefits for businesses

  • Optimize operations in the field: improve productivity, reduce working time
  • Control and documentation tasks: metrics for volume, obsolescence and compliance with ANS
  • Improve the customer experience: satisfaction, quality, resolution time

Areas of application

  • Before-sales at the customer's premises, e.g., for a solar panels project

Claim and Complaint Back Office

Handle claims more efficiently
You can benefit from our 30 years' experience in managing and optimizing back-office processing and any tasks performed outside the end-customer interaction phase (call/chat):

  • Claims management
  • Order taking, tracking and modification
  • Sales administration, service activation
  • Error management and process exceptions
  • First-level accounting activities
  • Suspected fraud management
  • Loss management

In other words, if you need to manage:

  • All operations that cannot be handled by the front office directly
  • All processing that the end customer cannot perform themselves with user services (web or app)
  • All non-standard and/or complex requests and cases
  • All processing that requires
  • One or more contributors (internal and external)
  • One or more information systems
  • One or more steps with multiple deadlines

… we look after these activities for you. By relying on our expertise in process management, you can improve your overall efficiency in back-office operations by 20-30%. Our experts will help you to:

  • Maximize processing quality (ensure the right task is performed by the right person)
  • Optimize processing speed (goal: reduce overall time spent on process management)
  • Streamline organization and smoothly steer progress of each process

To support you with this, out teams will do the following for all or part of your back-office operations:

  1. Perform a comprehensive study of your back-office processes and structure (activation, claims, email management, etc.)
  2. Analyze and suggest optimization and savings opportunities:
  • Process improvement (parallel tasks, automation, robotization, etc.)
  • Tools (BO platform, document management, monitoring, etc.)

Each suggestion will include the associated implementation timescale, costs, estimated ROI, etc.

  1. Manage your operations

The Comdata difference: You will benefit from a back-office management platform that we developed ourselves.

Community Management

Achieve greater visibility on social media
As social media plays an increasingly important role in marketing and communication strategies, community management is now crucial to the development of brands and their community: visibility and reputation, brand preference, consumer engagement, community interaction, leads generation, etc.

It is vital to master all these aspects of community management to reap the rewards!

To support you, Comdata teams will:

  • Define the editorial and content strategy
  • Implement an events calendar
  • Analyze results in reports and offer strategic recommendations with our expert Social Media Analysts and Strategists
  • Moderate your content

Compliance (Pre-sale-post)

Streamline your sales administration
As experts in process management for more than 30 years, we can rely on over 250 process specialists and innovative solutions to efficiently operate and optimize your sales administration tasks:

  • Order management, after-sales administration, customer invoicing management:
    • Manual order entry
    • Reminders for supporting documents
    • Payment entry
    • Payment management with different payment methods
    • Collections management: from friendly reminders to legal debt collection
  • Treasury activities and banking reconciliation:
    • Banking reconciliation
    • Cash-flow forecasts
  • Purchase process, supplier management:
    • Supplier purchase order/invoice reconciliation
    • Supplier invoice entry
    • Regulations management

To optimize your operational efficiency, we provide various value-added and innovative services for smoother process management:

  • Video support solutions for document collection from a single call (e.g., for illegible documents)
  • Automatic keyword search in an image
  • Optimized back-office task management platform
  • Automation

We also have access to our centers of expertise in document (Comdata Digital) and after-sales management (Cash Management Services - CMS).

To support you with these tasks, our teams will:

  • Map and analyze the performance of the existing structure
  • Classify the tasks that can be optimized, automated and performed in parallel in the aftersales management chain
  • Integrate and develop customized tools and technologies you need (solutions for telephony, payments, secure archiving, contract esignatures, etc.)
  • Manage operations by providing realtime reporting and CRM solutions based on your needs

Customer onboarding (provisioning, fulfillment, back office)

Improve the customer experience from the outset
We commit to looking after your customers through a reception service, which spans the period from the initial contract offer to receipt of the first invoice. During this successful acquisition phase, several touchpoints with the customer are necessary. These different life cycle stages are designed to:

  • Reduce churn % and the churn rate
  • Increase the % of spontaneous payments on the first invoice
  • Increase the average customer life cycle

To support you with this strategy, our teams implement various initiatives:

  • Push communication for the customer at key points in the activation process
  • Taking calls to support the start of the billing cycle
  • Consolidation of endcustomer retention via campaigns promoting online billing and health selfcare tools

Debt collection & Credit management

Optimize your debt collection process
At Comdata we offer a comprehensive range of innovative debt collection and credit management services. These services, which are based on the latest technology, help you to handle the entire active life cycle of your customers.

For phone-based debt collection, we help you to generate multichannel interactions designed to urge the debtor to honor their obligations:

  • Automated tasks (SMS, email or broadcasting)
  • Manual tasks (inbound and outbound)
  • Mixed tasks (IVR or multichannel)

We also cover the whole of the credit process with customers (payment method activation, bank account details, reimbursement, debit notes). With these technology solutions, our expects can:

  • Analyze and rate customers: check customer credit ratings using information tools and discretionary assessments
  • Evaluate risks
  • Develop customer scoring (analysis of financial indicators)

Document management & Analysis

Streamline and facilitate your customer documentation management
As experts in process management for over 30 years, we have over 250 process specialists and use innovative solutions to efficiently operate and optimize your document management tasks:

  • Mail-handling system/business reply mail
  • Letter opening/preparation
  • Scanning
  • OCR/ADR, video coding with reject processing by our teams
  • Indexing and data integration with your information systems
  • Physical and/or secure digital archiving
  • Outsourced correspondence end-to-end management

To optimize your operational efficiency, we provide a package of high value-added services and innovations, including video support solutions for document collection from a single call (e.g., for unreadable documents), and automatic keyword search in an image.

To support you with these document management tasks, our teams will:

  • Map and analyze the performance of the existing document management structure
  • Classify the tasks that can be optimized, automated and performed in parallel in the management chain
  • Integrate and develop tools, custom technologies and machines you need: letter opening, scanning platform, OCR/ADR and video-coding interface, automated metadata management solution, digital safes, document use back-office platform
  • Organize the appropriate teams to prepare documents and process rejects
  • Manage operations by providing real-time reporting and CRM solutions based on your needs

Fraud Control

Anticipate and tackle fraud
We are a longstanding player in back-office operations, which means you can benefit from our expertise in managing and optimizing back-office processing and any tasks performed outside the end-customer interaction phase (call/chat):

  • Claims management
  • Loss management
  • Order taking, tracking and modification
  • Sales administration, service activation
  • Error management and process exceptions
  • First-level accounting activities
  • Suspected fraud management

In other words, we can take care of:

  • All operations that cannot be handled by the front office directly
  • All processing that the end customer cannot perform themselves with user services (web or app)
  • All non-standard and/or complex requests and cases
  • All processing that requires
  • One or more contributors (internal and external)
  • One or more information systems
  • One or more steps with multiple deadlines

By relying on our expertise in process management, you can improve your overall efficiency in back-office operations by 20-30%. Our experts will help you to:

  • Maximize processing quality (ensure the right task is performed by the right person)
  • Optimize processing speed (goal: reduce overall time spent on process management)
  • Streamline organization and smoothly steer progress of each process

To support you with this, out teams will do the following for all or part of your back-office operations:

  1. Perform a comprehensive study of your back-office processes and structure (activation, claims, email management, etc.)
  2. Analyze and suggest optimization and savings opportunities:
    • Process improvement (parallel tasks, automation, robotization, etc.)
    • Tools (BO platform, document management, monitoring, etc.)

Each suggestion will include the associated implementation timescale, costs, estimated ROI, etc.

  1. Manage your operations

The Comdata difference: You will benefit from a back-office management platform that we developed ourselves. It connects easily to your information systems and allows you to:

  • Process tasks through an integrated interface and embed the different processing tools required
  • Assign each BO process subtask to the most suitable agent (human or robot)
  • Fine tune the progress of each BO process while managing the progress of each task

 

Monitor satisfaction

Monitor customer and employee satisfaction in real time
With increased competition, deep understanding and management of customer expectations are now priorities if businesses want to differentiate and offer new services. That's why capturing and analyzing customer and employee feedback is central to management of the customer experience.

At Comdata Digital, we have developed an offering based on three services:

  • Designing Customer Voice programs
  • Managing customer satisfaction and re-engagement of dissatisfied customers
  • Developing the Employee Experience

Designing Customer Voice programs
Customer Voice programs consist of a structured approach of constant improvement based on listening to customers. The goal is to exploit, analyze and synthesize a variety of different data to obtain a 360° view of the customer experience and to implement personalized action plans.

Our experts design tailored programs based on a structured and scalable approach according to the various business challenges companies face.

The objective of a Customer Voice plan is to transform the organization, processes and services according to the customer's requirements. A Customer Voice program is not just an extra project or a new KPI, but rather a new business process that is part of the company's overall transformation.

We work with you to design and implement Customer Voice programs using an approach supported by the following four cornerstones:

 Listen and react

  • Collect customer feedback to evaluate the perceived level of quality
  • Re-engage customers after unacceptable situations

Understand

  • Identify customer satisfaction drivers
  • Analyze the root causes of dysfunction

Innovate

  • Identify the transformations to pursue to increase loyalty and generate higher revenues

Implement

  • Drive the transformation process
  • Mobilize and involve teams

Managing customer satisfaction and re-engagement
Consumers interact with businesses every day. They go to stores, contact customer service, send emails, receive mail and invoices, browse the web and interact on social media.

When they use services and products, they sometimes encounter problems and may or may not express their dissatisfaction.

These daily experiences, positive or negative, have a profound impact on the relationship they develop with brands. They directly influence their ability to recommend, their satisfaction and their loyalty, which in turn affects the revenue and profitability of the business.

With our solutions, you can evaluate you customer satisfaction in real time at key touchpoints and share this information with operational teams so they can take action to build customer loyalty.

 Our approach: We offer feedback management solutions that are customized to the specific needs of customer experience stakeholders in the company (network, customer service, e-commerce, home intervention, door-to-door sales, etc.) using a SaaS technology platform (ConsumerLive) and a portfolio of tailored services.

 Target customer touchpoints: Identify key touchpoints throughout the customer's multichannel journey

Collect customer feedback: Customer are encouraged to share their comments after interacting with the brand (email, SMS, tablets, etc.)

 Monitor the results: The results are available in real time on our online platform

 Engage customers: In situations of dissatisfaction, teams are alerted via a mobile app or email notification

 Improve customer knowledge: The data collected is entered into CRMs (connectors available for most solutions on the market) and is used to implement targeted action plans

 Transform the organization: The results are analyzed to define action plans and transform the organization

 How you benefit:

  • Higher revenues
  • Improved brand reputation
  • Greater customer loyalty
  • Greater awareness of the customer culture throughout the organization
  • Reduced churn
  • Improved customer knowledge

Developing the Employee Experience
The Employee Experience aims to develop more engagement, loyalty and a positive employer reputation.

Employee loyalty is generated through a sense of wellbeing within the company; a recent trend that particularly affects younger generations.

Employee Feedback Management is an approach that consists of measuring the satisfaction of employees at key moments, e.g., after onboarding, training or a promotion. The information is then shared with management so they can take appropriate action, especially in instances of dissatisfaction.

It is not a matter of assessing internal satisfaction once per year, but rather monitoring and managing employee happiness throughout their professional life within the company.

 Our approach
With ConsumerLive®, we offer bespoke solutions for Human Resources departments so they can increase productivity, innovation and employability of personnel. Our offering consists of a technology platform to capture employee feedback throughout their career, together with a portfolio of personalized services (training, change management, organizational consulting, etc.).

 Mapping employee careers

  • Identify the key moments throughout employees' careers (hiring, onboarding, first six months, mobility, etc.)
  • Analyze the results

Analyze the results

  • The results are available in real time on an online platform so individual or collective actions can be identified and implemented.

Collect employee feedback

  • Employees are encouraged to regularly leave comments about their level of satisfaction and motivation within the company at each key moment identified.

Transform the organization

  • We work with HR management to transform managerial practices and improve employee loyalty.

How you benefit:

  • Increased staff loyalty
  • Higher engagement and motivation
  • Employee irritants identified so they can be alleviated and/or removed
  • Improved onboarding and training strategies
  • New managerial practices defined