{"id":1244,"date":"2021-04-06T16:56:13","date_gmt":"2021-04-06T16:56:13","guid":{"rendered":"https:\/\/www.odigo.com\/?post_type=success-story&#038;p=1244"},"modified":"2026-03-25T00:57:23","modified_gmt":"2026-03-24T23:57:23","slug":"malakoff-humanis","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/malakoff-humanis\/","title":{"rendered":"Malakoff Humanis"},"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-malakoff-humanis-provides-customers-with-timely-information-through-the-right-channel\">Malakoff Humanis propose \u00e0 ses clients des informations au bon moment et via le bon canal<\/h1>\n\n\n\n<figure class=\"wp-block-embed 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 loading=\"lazy\" title=\"Malafoff Humanis - Faciliter et maximiser la gestion flux d&#039;appels entrants gr\u00e2ce \u00e0 Odigo\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/i0KuiV8ROms?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\">Le contexte<\/h2>\n\n\n\n<p>Malakoff Humanis est une mutuelle fran\u00e7aise sp\u00e9cialis\u00e9e dans les r\u00e9gimes de retraite compl\u00e9mentaire. \u00c0 la suite de multiples fusions-acquisitions au d\u00e9but des ann\u00e9es 2000, les r\u00e9gimes de la compagnie couvrent aujourd\u2019hui plus de 10 millions d\u2019assur\u00e9s, soit un professionnel fran\u00e7ais sur quatre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-metrics\">Les param\u00e8tres cl\u00e9s<\/h2>\n\n\n\n<section class=\"section\" class=\"wp-block-odigo-blocks-two-col-transparent-boxes\"><div class=\"\"><div class=\"row\"><div class=\"col-12\"><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>14%<\/h3><p>du trafic entrant est d\u00e9sormais trait\u00e9 automatiquement.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--fat-title box--no-padding\"><h3>47%<\/h3><p>du flux d\u2019appels entrants automatis\u00e9s sont trait\u00e9s avec succ\u00e8s sans intervention humaine.<br><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">Le challenge<\/h2>\n\n\n\n<p>Les prestations propos\u00e9es par Malakoff Humanis n\u00e9cessitent un service client tr\u00e8s r\u00e9actif et intelligent \u00e9motionnellement et sont r\u00e9guli\u00e8rement soumises \u00e0 des \u00e9volutions r\u00e9glementaires qui peuvent g\u00e9n\u00e9rer d\u2019importants volumes de demandes de la part des clients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<p>La solution d\u2019Odigo pour Malakoff Humanis se concentre sur le canal t\u00e9l\u00e9phonique et sur une offre de services vocaux avec des capacit\u00e9s de traitement du langage naturel (NLP).<\/p>\n\n\n\n<p>Environ 14&nbsp;% des appels entrants sont d\u00e9sormais trait\u00e9s automatiquement, dont pr\u00e8s de la moiti\u00e9 ne n\u00e9cessitent aucune intervention humaine. Cela s\u2019est traduit par un gain de temps consid\u00e9rable pour les conseillers qui peuvent d\u00e9sormais se concentrer sur les appels les plus complexes.<\/p>\n\n\n\n<p>La prise en charge du nombre \u00e9lev\u00e9 de demandes des clients sans interruption de service, suite aux \u00e9volutions r\u00e9glementaires entr\u00e9es en application d\u00e9but 2019, t\u00e9moigne de l\u2019\u00e9volutivit\u00e9 de la solution d\u2019Odigo.<\/p>\n\n\n\n<p>Odigo poursuit sa collaboration avec Malakoff Humanis sur le plan de l\u2019automatisation pour lui permettre de fournir les meilleures informations \u00e0 ses clients au bon moment, sur le canal qu\u2019ils pr\u00e9f\u00e8rent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\">Les avantages<\/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\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-11.png\" alt=\"\"\/><\/div><span class=\"box-title\">Une coh\u00e9rence \u00e9lev\u00e9e du service<\/span><p>Des syst\u00e8mes garantis sans bogues permettent une disponibilit\u00e9 24\/7 pour les clients.<\/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\/2021-04-21_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_DS_L3-Outbound-3.png\" alt=\"\"\/><\/div><span class=\"box-title\">Des conseils fiables<\/span><p>Les \u00e9quipes d\u2019Odigo fournissent un benchmark du service client et des conseils pour am\u00e9liorer l\u2019exp\u00e9rience client de Malakoff Humanis.<\/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\/04\/2021-03-12_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_DS-Voice_01.png\" alt=\"\"\/><\/div><span class=\"box-title\">Un support coh\u00e9rent<\/span><p>Un engagement fort des deux parties permet d\u2019\u00e9tablir une relation de confiance \u00e0 long terme.<\/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\/2021\/03\/Malakoff-logo-1.png\"\n\t\t\t\t\t\t\talt=\"Malakoff Humanis 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\t<span style=\"font-weight: 400;\">Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. The company&rsquo;s plans cover over 10 million policyholders,\u00a0 i.e. one in four French professionals.<\/span>\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\t\t<a class=\"regular-link\" href=https:\/\/www.malakoffhumanis.com\/>\n\t\t\t\t\t\t\t\t\tCompany website link\t\t\t\t\t\t\t\t<\/a>\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\">Insurance<\/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\">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":"<p>Malakoff Humanis propose \u00e0 ses clients des informations au bon moment et via le bon canal<\/p>\n","protected":false},"author":1,"featured_media":1004598,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":""},"tags":[53],"region":[137],"industry":[136],"topic":[],"class_list":["post-1244","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","tag-clients-quote","region-france","industry-financial-services-insurance"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>T\u00e9moignage de Malakoff Humanis sur la solution Odigo<\/title>\n<meta name=\"description\" content=\"Gr\u00e2ce \u00e0 Odigo, Malakoff Humanis propose \u00e0 ses clients des informations au bon moment et via le bon canal. 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