Logo Fidelia Covea
Call-center-illustration-activeo

LOGEPAL for operational efficiency

"Our assistance business requires real-time, on-the-fly management to be more proactive and to react to certain emergency situations or peaks in activity. The solution makes it easier for employees to get involved in the business, and to manage their breaks independently, for example. Logepal is an invaluable day-to-day tool that supports our teams 24 hours a day.
Annie DUPAS
Annie DUPAS
Consultant/Organizer at FIDELIA Assistance - Groupe Covéa
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Fidelia Covea Group

CONSEIL_RELATION_CLIENT
Founded:
1990
Present:
France
Sites:
3
Employees:
+1000
Industry:
Services
Solution:
Logepal

Fidelia Assistance, the assistance company of the Covéa group (MAAF, MMA and GMF), operates 24/7 in France and abroad to help its policyholders and customers.

 The 3 operational sites based in Tours, Nantes and St Cloud provide medical assistance (medical repatriation), vehicle assistance (breakdown service, towing, etc.) and home assistance (water damage, etc.). In all, more than 1,000 employees, specialized by activity, work on the assistance platforms on a daily basis.

Equipped with the Logepal solution for several years, Fidelia has customized collective displays positioned on the 3 sites at the heart of the assistance platforms.

"Our assistance business requires real-time, on-the-fly management to be more proactive and to react to certain emergency situations or peaks in activity. The solution makes it easier for employees to get involved in the business, and to manage their breaks independently, for example. Logepal is an invaluable day-to-day tool that supports our teams 24 hours a day.

The following telephone indicators are displayed: number of calls on hold, maximum waiting time, reachability rate, etc. Projects are customized and colors chosen to enhance legibility and visibility, even at night. In addition to the indicators, a scrolling “news feed” banner – very popular and in the hands of the manager – displays operational information. A space dedicated to corporate information in PPT format completes the final rendering.

The Executive Committee also has access to a screen offering a consolidated view of real-time and historical indicators. It’s a kind of “mirror effect” for the operational staff, providing them with a live view of business activity.

As part of the project, we chose to involve the teams and organized working groups to challenge the indicators. The business teams validated the final rendering, which corresponds perfectly to the needs on the platforms. It's simple and effective: the indicators are clear and aimed at reinforcing operational efficiency. On the eve of a version upgrade, we'll be able to take advantage of the brand-new functionalities, and in particular a weather map, which will be very useful for reacting in the event of an impacting climatic episode!

The implementation of Logepal was part of an overall project to relocate and overhaul the company’s communications and customer relations infrastructure, carried out by integrator NXO.

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For NXO, it was important to integrate this dimension of providing customer relationship management indicators as part of this global project, which goes beyond technological transformation and enables new uses to be developed.
NXO also operates the solution through a dedicated service center.

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