{"id":49452,"date":"2017-11-06T16:12:22","date_gmt":"2017-11-07T00:12:22","guid":{"rendered":"\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/"},"modified":"2025-09-21T21:36:51","modified_gmt":"2025-09-22T04:36:51","slug":"video-pmu-innovations-digital-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/","title":{"rendered":"Video: PMU\u2019s innovations in Digital Customer Care"},"content":{"rendered":"<div>\n<p>PMU is the leading European betting company, and its website, <a href=\"http:\/\/pmu.fr\" target=\"_blank\" rel=\"noopener noreferrer\">pmu.fr<\/a>, is the number one online wagering site in France. The company places digital and customer care at the heart of its strategy, and progressively multiplied its contact points to better accompany its clients. In our video, Chlo\u00e9 Beauvallet (Director of Services and Customer Care) and Julien Sornique (Customer Care Projects Manager) introduce these different steps and PMU\u2019s latest innovations for Customer Care.<\/p>\n<p class=\"text-align-center\"><iframe src=\"https:\/\/www.youtube.com\/embed\/FA76WFpYYSs\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p class=\"text-align-center\"><em>English subtitles available<\/em><\/p>\n<h2><b id=\"docs-internal-guid-188bc012-9612-7af6-250b-951912976935\">A strategy oriented towards its community<\/b><\/h2>\n<p>In 2015, PMU implemented with Dimelo its peer support community, declining PMU\u2019s values in digital: mutual assistance, animation, game passion, conviviality. This platform allows to share tips, news and experts testimonials, and include a private forum dedicated to the most active members, who access to exclusive offers and events.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/pmu-communaute%CC%81-2017.png\" alt=\"Communaut\u00e9 PMU\" width=\"692\" height=\"428\" data-entity-type=\"file\" data-entity-uuid=\"4f785bac-f6e7-4623-bd8d-177f86cf2ffc\" \/><\/p>\n<p>In April, PMU launched the new version of its community, which further develops the collaborative dimension and favors the participative innovation between punters and PMU.<\/p>\n<h2>A multichannel approach to be part of the customer journey<\/h2>\n<p>To accompany the growth of its social media interactions, PMU integrated within Dimelo Digital its social media feeds. In this way, advisers can treat all messages from these channels within a single platform, and access an unified history of messages.<\/p>\n<p>The same year, PMU integrated an instant messaging system into its \u201cPMU Sport\u201d app, thanks to Dimelo Mobile. Then, PMU was one of the first French companies to develop this feature.<\/p>\n<div class=\"quoter\">\u201cWe have decided to integrate instant messaging into the PMU applications to adapt to the context of the customer journey, to accompany our customer where he is, when he needs it.\u201d<\/div>\n<p><strong>Chlo\u00e9 Beauvallet, Director of Services and Customer Care at PMU<\/strong><\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Applications-PMU-messaging-in-app.png\" alt=\"Messaging In App PMU\" width=\"725\" height=\"396\" data-entity-type=\"file\" data-entity-uuid=\"613a6716-5383-4218-886a-d6065c7f9168\" \/><\/p>\n<p>During the EURO 2016, PMU observed that customers using this feature were betting more in volume and in value. Following this sucess, PMU recently integrated messaging into its applications dedicated to Poker and Horse races.<\/p>\n<p>PMU also adopted Dimelo for its live chat, on which players can talk with customer service between 12PM and 10PM, 7 days a week. By integrating this channel within Dimelo, PMU makes the management of channels easier for its advisers. They can indeed answer to messages from a single interface and access an unified conversation history. Activity and performance monitoring is also made easier.<\/p>\n<div class=\"quoter\">\u201cOur advisers using a single platform to treat messages from these conversational channels are more efficient and reactive. Today, our response time promise is 15 minutes on social media and messaging channels.\u201d<\/div>\n<p><strong>Julien Sornique, Customer Care Projects Manager<\/strong><\/p>\n<p>Thanks to these innovations and its customer care quality, PMU was awarded \u201cBest Customer Of The Year\u201d in 2018 in the Games category. PMU wants to continue its work on accessibility and service quality, anticipating customers\u2019 need thanks to data, as well as customer\u2019s acquisition and loyalty.<\/p>\n<p><a href=\"http:\/\/site.dimelo.com\/en\/demo\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" src=\"https:\/\/site.dimelo.com\/hubfs\/Images\/CTA\/CTA-dimelo-demo.png\" alt=\"\" width=\"954\" height=\"195\" \/><\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>PMU is the leading European betting company, and its website, pmu.fr, is the number one online wagering site in France. The company places digital and customer care at the heart of its strategy, and progressively multiplied its contact points to better accompany its clients. In our video, Chlo\u00e9 Beauvallet (Director of Services and Customer Care) &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49489,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49452","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>Video: PMU\u2019s innovations in Digital Customer Care | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"PMU is the leading European betting company, and its website, pmu.fr, is the number one online wagering site in France. The company places digital and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Video: PMU\u2019s innovations in Digital Customer Care\" \/>\n<meta property=\"og:description\" content=\"PMU is the leading European betting company, and its website, pmu.fr, is the number one online wagering site in France. The company places digital and\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2017-11-07T00:12:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-22T04:36:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2015\/06\/default-featured-ent2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"695\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Video: PMU\u2019s innovations in Digital Customer Care\",\"datePublished\":\"2017-11-07T00:12:22+00:00\",\"dateModified\":\"2025-09-22T04:36:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\"},\"wordCount\":469,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2015\/06\/default-featured-ent2.jpg\",\"articleSection\":[\"Communication &amp; collaboration\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/\",\"name\":\"Video: PMU\u2019s innovations in Digital Customer Care | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/video-pmu-innovations-digital-customer-care\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2015\/06\/default-featured-ent2.jpg\",\"datePublished\":\"2017-11-07T00:12:22+00:00\",\"dateModified\":\"2025-09-22T04:36:51+00:00\",\"description\":\"PMU is the leading European betting company, and its website, pmu.fr, is the number one online wagering site in France. 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