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"When setting up a fourth site in Gueret, we decided to rethink our legacy system, which was too expensive to run and poorly suited to our changing business needs. We also wanted to be able to move quickly to an architecture allowing us to deploy new, advanced telephone systems and overcome numerous technical constraints," explained Ramon Ferrer, head of the New Technology Department at CACF.

The solution, which Logica rolled out in several stages, has allowed CACF to reduce its administrative costs, simplify and improve its customer management, and migrate its legacy call center to a virtual call center that handles multiple sites and funds.

The new system features improved call dispatching that automatically transfers calls to another site when one site is saturated. CACF has also improved the quality of service: now customers have a single number nationwide to reach their bank.

CACF has improved its productivity by simplifying the call management system. For example, users can now perform any type of banking operation over the phone from their PCs.

Furthermore, the new CTI solution generates statistics for monitoring the quality of call answering and processing. The four CACF sites handle over 40,000 calls per month. Since setting up the new solution, CACF has managed to process 96% of incoming calls and achieved a customer satisfaction rating of 98%.

"The solution implemented by Logica is part of the Credit Agricole Group's strategy to focus on the quality of its customer relations. Logica's know-how and experience in similar projects, such as the call center they created for the Credit Foncier de France, and their experience and knowledge of the banking industry and CRM were they key factors behind our decision," concluded Ramon Ferrer.