“Today, Odigo’s solution is at the heart of our customer experience strategy, delivering the reliability we need”
Background
Gentto is a French company specialising in customer relations and operations management for the insurance industry, particularly in the health and protection sectors. Its role is to manage all interactions and operations, from claims processing to customer relations.
With nearly 400 employees, Laura Neto, Director of Operations, is leading 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: putting policyholders directly in touch with an expert, without the need to go through first-line support.
The key challenge is to direct each customer to the right contact from the very first interaction, streamlining the customer journey, reducing delays, and avoiding disruption to the customer experience.
Operating on a white-label basis for several insurers, Gentto must also ensure accurate and consistent customer identification at every interaction.
This model requires robust tools capable of intelligently routing each call to the right expert, while providing reliable data to monitor 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 required to orchestrate interaction routing and manage activity in real time.
Beyond the technology itself, Odigo also supports Gentto in the evolution of its tools, notably by enabling teams to develop and optimise their own bots for an increasingly efficient customer experience.
The benefits
The Odigo™ solution ensures that every call is routed directly to the appropriate expert. This reliability is essential to maintaining Gentto’s support model and delivering a seamless customer journey.
Thanks to the statistics provided by the solution, Gentto can analyse its activity and adapt its organisation in real time. This enables continuous optimisation of workforce allocation based on call volumes and flows.
Odigo is more than a supplier — it is a partner that supports Gentto throughout its evolution. This includes training Gentto’s teams to independently create AI bots, as well as supporting future CRM integration projects to automate call summaries.
About the Company
Its customer service model is distinctive: Gentto focuses on direct expertise by connecting policyholders directly with a specialist advisor, without intermediate support levels. This approach helps streamline the customer journey, reduce waiting times, and ensure fast and efficient handling of requests.
The company employs 400 people dedicated to delivering the highest level of service to its customers.
Gentto
