“The Odigo™ solution today is at the heart of our customer relationship. It brings us reliability.”
Background
Gentto is a French company specializing in customer relations and operations management for the insurance industry, particularly in the health and provident sectors. Its role: to manage all interactions and operations, from claims processing to customer relations.
With nearly 400 employees, Laura Neto, Director of Operations, is driving this strategy with a clear objective: to simplify and streamline the customer experience.
Key figures
400 employees.
The challenge
Gentto’s model is based on a strong promise: to put policyholders in touch with an expert immediately, without having to go through a first level of support.
The key challenge is to direct each customer to the right contact at the first point of contact, to streamline the customer journey, reduce delays and avoid any disruption to the customer experience.
Operating on a white-label basis for several insurers, Gentto must also guarantee precise and systematic identification at every interaction.
This model requires robust tools, capable of intelligently routing each call to the right expert, while providing reliable data to drive performance and continuously improve the customer experience.
The solution
The Odigo™ solution is at the heart of Gentto’s customer relations strategy. It provides the robustness and reliability needed to orchestrate the routing of interactions and drive activity in real time.
Beyond technology, Odigo also supports Gentto in the evolution of its tools, notably by empowering teams in the development and optimization of their bots, for an ever more efficient experience.
The benefits
The Odigo™ solution ensures that every call is routed directly to the right expert member of staff. This reliability is essential if Gentto’s “level 1 and 2” free model is to operate error-free and maintain its promise of a seamless customer journey.
Thanks to the statistics provided by the tool, Gentto can analyze its activity, adjust and adapt its organization in real time. This enables them to continuously optimize the allocation of their 400 employees according to call flows.
Odigo is not just a supplier, but a partner who supports Gentto in its evolution. This takes the form of training Gentto’s teams to autonomously create AI bots, and future integration projects with their CRM to automate call summaries.
À propos de l'entreprise
Son modèle de service client est distinctif : Gentto met l’accent sur l’expertise directe en connectant les clients assurés directement avec un collaborateur expert, sans niveaux de support intermédiaires. Cette approche vise à fluidifier le parcours client, à réduire les temps d’attente et à garantir un traitement rapide et efficace des demandes. L’entreprise compte 400 collaborateurs engagés à offrir le meilleur service à ses clients.
Gentto
