BlueLink, customer experience 24 hours a day, 7 days a week, in 30 languages
Overview
BlueLink is an Air France subsidiary specialising in remote customer relations and was originally established over 30 years ago to manage its loyalty programme.
Today, BlueLink offers a global customer relations service, not just for Air France but also for other companies, notably in the luxury goods sector. Florian Grumiller, Deputy Director of Operational Performance, explains the challenges of customer relations for BlueLink and the reasons why the organisation chose Odigo.
Key metrics
6
Company sites
9
Partner sites
3,000
Advisers answering customer queries 24/7
900,000
Calls per month
600,000
Written enquiries per month (email, chat or social media)
The challenge
BlueLink had 3 different technical solutions for their parent company AIR France KLM and subsidiaries both within and outside of Europe. What they needed was a single telephony solution, easily managed by functional staff, to support their global business, in Asia, Europe, Africa and America, in around thirty languages. To meet this need BlueLink turned to Odigo.
The solution
Odigo provided a single platform for the distribution of calls and digital channels. Used worldwide, it is managed by centralised teams for all sites. BlueLink and Odigo also developed a link between their HR tools and Odigo to optimise the use of agent talents and skills.
The benefits
Greater reliability when responding to end customers by constantly improving accessibility rates, response times, organisational efficiency, and the quality of interactions.
Bring flexibility to the organisation. Calls are routed to the most appropriate agents across the 6 BlueLink sites and 9 partner sites, regardless of customer or agent location. A call received in the United States can be distributed in Asia Pacific.
Gain efficiencies in call distribution and processing. BlueLink’s Business and Distribution efficiency teams manage the Odigo™ solution to align and automate processes around the world.
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