For more than 170 years, Veolia has been supporting local authorities and industrial companies in water cycle management, from the extraction of resources in the natural environment to their discharge. Today, the company serves one in three French people and provides an essential public service.
With 6.5 million subscribers and nearly 5 million interactions with them each year, the quality of customer relations is at the heart of Veolia’s mission. To meet this challenge, Veolia France’s Information Systems Department, Water Division, launched a project in July 2023 to modernize its contact center platform. This is an important step in the digital transformation of its customer relations, serving both its users and its 900 advisors.
To meet these challenges, Veolia chose Amazon Connect, AWS’s multichannel cloud solution, supplemented by tools developed by Activeo: Logepal, designed for real-time monitoring, and CC Care, which facilitates customer journey management. This new environment is based on a robust and scalable architecture capable of adapting to variations in activity without interrupting service.
Beyond its technical performance, the platform stands out for its seamless integration with Salesforce, which simplifies the daily work of advisors and reduces the average response time. It also offers users a high degree of autonomy, allowing them to configure new customer journeys, modify the design of the interactive voice response system, and create reports and monitoring screens. The whole system is designed to transform the customer experience while optimizing operational efficiency.
The new platform is also based on a solid technological architecture with several AWS building blocks, providing Veolia with a secure and scalable infrastructure, pay-as-you-go pricing, and enhanced operational agility.
The deployment of the new solution followed a “Core Model” methodology that streamlined customer journeys and ensured consistency across all sites involved. This significantly reduced the number of flows, making administration much simpler.
The project was carried out in successive stages: business workshops to gather requirements, construction of a common foundation, experimentation via a pilot, then a hypercare phase to stabilize the solution and integrate user feedback. This gradual approach ensured secure implementation while promoting team buy-in.
A few months after its launch, the new platform is already showing tangible results. Over 90% of advisors and managers quickly got to grips with the tools. Average handling time has fallen, while automatic caller identification has improved by 65%. Finally, call quality has improved, making it easier to communicate with customers. These advances have been welcomed by the teams.
“A large-scale project, carried out successfully, which opens up prospects for significant innovation.”
For her part, Ando Sampaio, Project Manager and Contact Center Product Owner, is delighted:
“We have already simplified the tools, reduced MTTR, increased customer detection, and improved voice quality.”
This new platform is not an end in itself, but rather a starting point. Ultimately, the goal is to build an even richer and more personalized customer relationship, tailored to each situation. With this project, Veolia Water France confirms its commitment to leveraging digital innovation to improve operational efficiency and customer satisfaction.
Crédit photo vignette : © GETTY IMAGES
