HOMEFRIEND: A certification process to serve & engage

“Thanks to Activeo, an expert in this area of customer relations and a member of the AFNOR standardization committee, we were able to count on unfailing guidance and support throughout the certification project.”
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Dominique DUMAS
Head of Training and Quality in Homefriend's Operations Department
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Year of collaboration:
Economies and ecology
NF 345 certification

Stemming from the expertise of the Veolia Group and created in 2016 Homefriend is positioned as the specialist in customer relations and the acceleration of digital uses in water, energy and services to territories.

It offers its operator and local authority customers a customer relations center and digital solutions that promote commitment and service.

“Homefriend offers a bouquet of digital solutions such as mobile apps, a chatbot, an engagement platform for comparing consumption, for example, or interactive videos. An innovative environment that encourages the use of digital tools and values expertise and the human touch, strong values embodied by the brand.”

The customer relations center based in Toulouse employs around 250 people and receives over 60,000 calls/month. Handling customer requests, providing service and proposing additional offers are at the heart of the center’s activities. Our advisors are trained in both customer relations and the water business, as part of an integration, training and skills enhancement program. This highly structured program combines initial training, coaching and long-term support for advisors.

In early 2017, Homefriend entrusted Activeo with the project of supporting it in a NF 345 certification process to better structure itself and enhance the value of its expertise. The standard combines management and service performance requirements by integrating a notion of social sensitivity.

“We grew from 25 to 250 employees very quickly, which gave us the opportunity to orchestrate the quality approach, describe processes and involve employees in a new, rewarding project. Thanks to Activeo, an expert in this field of customer relations and a member of the AFNOR standardization committee, we were able to count on unfailing guidance and support throughout the certification project. Among other things, we drew up the document management plan - an extremely structuring plan within the framework of the project - described the processes, and implemented and monitored the action plan.”

The publication of ISO 18295 and its changes have had an impact on Homefriend’s scope of certification. Homefriend is renewing its confidence in Activeo for this project, which will enable us to formalize the process by revisiting both internal indicators (social, employee commitment, customer satisfaction, etc.) and those linked to interactions, integrating all flows (hot, warm and cold).

“We're using this new project as an opportunity to tap into the voice of the customer, to identify sources of satisfaction and dissatisfaction, which are real drivers of innovation. We're also working on HR aspects, in particular internal mobility, skills development and customer culture.”

With this certification, Homefriend enjoys strong market recognition. Other projects in the pipeline include the integration of chatbots and the enhancement of its digital offering to “serve and engage” ever more effectively.

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