{"id":49296,"date":"2018-03-07T16:43:40","date_gmt":"2018-03-08T00:43:40","guid":{"rendered":"\/us\/en\/blog\/almavia-engie-360-customer-view\/"},"modified":"2025-09-17T23:29:10","modified_gmt":"2025-09-18T06:29:10","slug":"almavia-engie-360-customer-view","status":"publish","type":"post","link":"\/us\/en\/blog\/almavia-engie-360-customer-view\/","title":{"rendered":"How ENGIE gets a 360\u00b0 customer view"},"content":{"rendered":"<div>\n<p>Digitalization is one of <a href=\"https:\/\/www.engie.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">ENGIE<\/a>\u2019s priority axis and an essential component of its offers. The energy provider has launched a strategic transformational change plan to put digital technology at the heart of everything the Group does, and establish ENGIE as a leading force in the global energy transition.<\/p>\n<p>In this context, the company\u2019s digitalization is also based on its customer care. Since 2014, the energy provider provides a set of online services for its customers, allowing them to be autonomous on 60% of their journey. They also have the possibility to contact the energy\u00a0provider on multiple channels.<\/p>\n<h2>ENGIE\u2019s Digital Customer Care<\/h2>\n<p>ENGIE\u2019s presence on <b>messaging channels, email, chat and social media<\/b> allows the company to answer customers\u2019 new expectations. To treat these enquiries efficiently, <b>ENGIE\u2019s 5,000 agents<\/b> are using the RingCentral Engage solution. As a result, they can answer all messages from a single interface, contributing to the reduction of handling time and more customer satisfaction.<\/p>\n<p><a href=\"http:\/\/www.dimelo.com\/en\/blog-post\/engie-digital-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\">Among <\/a><a href=\"http:\/\/www.dimelo.com\/en\/blog-post\/engie-digital-customer-service\">RingCentral Engage&#8217;s\u00a0<\/a><a href=\"http:\/\/www.dimelo.com\/en\/blog-post\/engie-digital-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\">advantages, <\/a><a href=\"http:\/\/www.dimelo.com\/en\/blog-post\/engie-digital-customer-service\">ENGIE<\/a> talks about the possibility to use APIs and built-in webhooks to easily integrate other customer care tools. To adapt the solution to its specific needs, ENGIE worked with\u00a0<a href=\"https:\/\/english.almavia.fr\/\" target=\"_blank\" rel=\"noopener noreferrer\">Almavia<\/a>, which provides consulting and engineering services for digital customer care. Almavia developed around Dimelo\u2019s open platform <b>specific integrations to answer ENGIE\u2019s\u00a0issues.<\/b><\/p>\n<h2>The CRM integration for a 360\u00b0 Customer view<\/h2>\n<p>CRM is one of Customer Care\u2019s main blocks, by allowing to gather transactional data. A Digital Customer Interactions Platforms such as RingCentral Engage is meant to treat large volumes of messages from multiple channels, to offer an homogeneous and reactive experience on each of them. By integrating together, both tools can synchronize their data to enrich each other, allowing a <strong>360\u00b0 customer view<\/strong>.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Espace%20Client%20ENGIE.jpg\" alt=\"Espace Client ENGIE\" width=\"653\" height=\"261\" data-entity-type=\"file\" data-entity-uuid=\"226fc9f7-0f69-4a8c-bd5c-c91742ae13e0\" \/><\/p>\n<p>With this objective, Almavia is a specific development project to integrate ENGIE\u2019s CRM with RingCentral Engage:<\/p>\n<ul>\n<li><b>Within <\/b>RingCentral Engage <b>:<\/b> the data stored in the CRM can be used by RingCentral Engage. Data such as customer\u2019s status can then be used to route messages and are visible by agents when treating enquiries. They then have all necessary data from a single interface.<\/li>\n<li><b>Within ENGIE&#8217;s CRM:<\/b> the data stored in the CRM can be accessed from\u00a0RingCentral Engage. Data such as the customer\u2019s status can then be used to route messages and are visible by agents when treating enquiries. They then have all necessary data in\u00a0a single interface.<\/li>\n<\/ul>\n<h2>Digital Customer Care data analysis<\/h2>\n<p>Data related to Digital Customer Care are essential to pilot teams&#8217; activity and improve their\u00a0strategy. Within RingCentral Engage, ENGIE\u2019s teams can easily access detailed data such as <b>the number of messages by channel, customer satisfaction, first contact resolution rate, average response time&#8230;.<\/b><\/p>\n<p>Almavia developed an export to allow ENGIE\u2019s teams to access <b>a view of this data in their business intelligence tool<\/b>. The richness of this data is accessible within the BI tool, in the same way as data from other acitivites.<\/p>\n<p>With this integration, ENGIE has all the necessary tools to process efficiently its customers\u2019 enquiries on digital channels. Thanks to the\u00a0RingCentral Engage <b>open platform and Almavia\u2019s support<\/b>, ENGIE was able to have this\u00a0solution up and running <b>in only 5 months<\/b>. To continue its digitalization and\u00a0satisfy even more its customers, ENGIE plans to integrate new channels such as forums and a messaging feature to their mobile app.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Digitalization is one of ENGIE\u2019s priority axis and an essential component of its offers. The energy provider has launched a strategic transformational change plan to put digital technology at the heart of everything the Group does, and establish ENGIE as a leading force in the global energy transition. In this context, the company\u2019s digitalization is &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49297,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49296","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How ENGIE gets a 360\u00b0 customer view | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Digitalization is one of ENGIE\u2019s priority axis and an essential component of its offers. 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