{"id":1004610,"date":"2022-09-26T15:41:41","date_gmt":"2022-09-26T15:41:41","guid":{"rendered":"https:\/\/www.odigo.com\/es-es\/?post_type=success-story&#038;p=10187"},"modified":"2026-03-25T01:04:06","modified_gmt":"2026-03-25T00:04:06","slug":"pmu","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/es\/success-story\/pmu\/","title":{"rendered":"PMU"},"content":{"rendered":"    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h1 class=\"wp-block-heading\" id=\"h-pmu-and-odigo-a-solid-partnership-that-owes-nothing-to-chance\">PMU y Odigo: una s\u00f3lida alianza que no deja nada al azar<\/h1>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"PMU y Odigo: una s\u00f3lida alianza que no deja nada al azar\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/0jxP7IgG0bI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-overview\">Resumen<\/h2>\n\n\n\n<p>PMU (Pari Mutuel Urbain) es una empresa francesa de apuestas h\u00edpicas que tambi\u00e9n ofrece apuestas deportivas y p\u00f3ker en l\u00ednea. Se dirige a dos tipos de aficionados a las apuestas: los que juegan de forma an\u00f3nima en los 13.400 puntos de venta de Francia o en los hip\u00f3dromos y los que juegan a trav\u00e9s de una cuenta apostando a trav\u00e9s de interfaces digitales. Son principalmente estos clientes titulares de una cuenta, unos 800.000, los que se ponen en contacto con el servicio de atenci\u00f3n al cliente para crear y, posteriormente, gestionar su cuenta, realizar apuestas en l\u00ednea, formular preguntas sobre eventos de carreras, etc.<\/p>\n\n\n\n<p>250 asesores responden preguntas y gestionan las ventas y el servicio de atenci\u00f3n al cliente. Adem\u00e1s, para que cada punto de contacto, desde la suscripci\u00f3n hasta la gesti\u00f3n de una incidencia, genere una emoci\u00f3n positiva, se han establecido sistemas de atenci\u00f3n ultrasegmentada y a medida seg\u00fan los perfiles de los clientes. Desde hace 2 a\u00f1os, Odigo es socio de PMU para mejorar la gesti\u00f3n de las relaciones con los clientes.<\/p>\n\n\n\n<p>S\u00e9bastien Passedouet, director de Servicios y Relaciones con los Clientes de PMU, nos habla de ello en este v\u00eddeo.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-metrics\"><strong>M\u00e9tricas clave <\/strong><\/h2>\n\n\n\n<p>Resultados de satisfacci\u00f3n muy positivos, por encima del 90&nbsp;%.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\"><strong>El desaf\u00edo<\/strong><\/h2>\n\n\n\n<p>Para generar emociones positivas en cada punto de contacto, PMU se fij\u00f3 varios objetivos: <strong>Simplificar<\/strong> la experiencia de cliente (ya sea digital o en puntos de venta) y las herramientas de gesti\u00f3n en manos de los asesores &#8211; <strong>Permanecer siempre<\/strong> al lado de sus clientes, en el momento y el lugar adecuados, para prestarles el servicio que necesitan de forma inmediata &#8211; <strong>Proporcionar la m\u00e1xima comodidad<\/strong> a los asesores para facilitar la consulta de la informaci\u00f3n, la gesti\u00f3n de las llamadas y de los medios de comunicaci\u00f3n escritos&#8230; Para abordar todos estos puntos, PMU buscaba un socio con experiencia intersectorial y transnacional.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\"><strong>La soluci\u00f3n<\/strong><\/h2>\n\n\n\n<p>El acuerdo con PMU se logr\u00f3 a finales de 2019 y entr\u00f3 en vigor a mediados de 2020.<\/p>\n\n\n\n<p>Alcance: actividades BtoC (PMU.fr), BtoB para minoristas y la actividad Allo Paris para grandes apostadores<\/p>\n\n\n\n<p>Soluciones: Odigo for Salesforce para actividades BtoC y contact center de Odigo para otras entidades. Softphone, Record y QM Verint. Pr\u00f3xima implementaci\u00f3n de un voicebot para ayudar a los clientes a crear una cuenta en el sitio web PMU.fr<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\"><strong>Los beneficios<\/strong><\/h2>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row\"><div><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_10.png\" alt=\"\"\/><\/div><span class=\"box-title\">Una relaci\u00f3n de confianza<\/span><p><br>La solidez de una alianza se demuestra cuando surgen incidencias.<br>La relaci\u00f3n de confianza entre Odigo y PMU es lo suficientemente estrecha como para que el punto de vista de PMU se escuche y se tenga en cuenta.<br><\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-29_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Cloud.png\" alt=\"\"\/><\/div><span class=\"box-title\">Solidez y escalabilidad de la soluci\u00f3n<\/span><p>PMU necesitaba una soluci\u00f3n escalable para ofrecer a sus asesores de clientes cada vez m\u00e1s beneficios cotidianos. La soluci\u00f3n de Odigo\u2122 facilit\u00f3 su tarea y permiti\u00f3 a PMU el acceso a novedades, especialmente en aras del desarrollo comercial.<\/p><\/div><\/div><div data-box=\"2\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_4.png\" alt=\"\"\/><\/div><span class=\"box-title\">La apertura<\/span><p>La capacidad de Odigo para escuchar las necesidades espec\u00edficas de PMU e integrarlas en las principales hojas de ruta.<br><\/p><\/div><\/div><div data-box=\"3\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_become-a-partner.png\" alt=\"\"\/><\/div><span class=\"box-title\">La integraci\u00f3n con el CRM<\/span><p>El CRM es la herramienta maestra desde la que se realizan todas las tareas t\u00e9cnicas y administrativas. Era importante integrar el acceso a la telefon\u00eda, la gesti\u00f3n de llamadas y la consola digital en el CRM para simplificar el trabajo del asesor y ofrecerle un entorno de trabajo optimizado. Para ello, la integraci\u00f3n con Salesforce result\u00f3 ser la f\u00f3rmula adecuada.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"section section--company-info\">\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"wp-block-heading\">\n\t\t\t\t\u00c0 propos de l&#039;entreprise\t\t\t<\/h2>\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"row company-info-top\">\n\t\t\t\t\t<div class=\"col-md-3\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2026\/03\/Logo_PMU.webp\"\n\t\t\t\t\t\t\talt=\"PMU logo\" \/>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-9 company-info-main\">\n\t\t\t\t\t\tPMU opera en el mundo de los juegos de azar. Su actividad principal es organizar apuestas sobre carreras de caballos. PMU ofrece una gama de apuestas que comercializa en Francia (a trav\u00e9s de su red de 13.400 puntos de venta, en los hip\u00f3dromos y en Internet) e internacionalmente (con m\u00e1s de 100 socios en 58 pa\u00edses). Sus 1.200 empleados trabajan en 23 centros en Francia continental y en el extranjero.   \n\t\t\t\t\t\t<div class=\"company-info-link\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-3 company-info-side\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Industry: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Media &amp; Entertainment<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Markets: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Benelux, France<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":1004608,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[],"region":[],"industry":[353],"topic":[],"class_list":["post-1004610","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","industry-media-entretenimiento"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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