Managing the APRR-AREA group’s multi-channel inbound communications using the Efalia ECM content management solution


Today, APRR-AREA is:

  • The fourth-biggest motorway group in Europe, with the primary goals of funding, building, maintaining and managing the motorways and toll infrastructure entrusted to it by the state in exchange for toll revenues
  • 2,323 km of motorways
  • 23 million users/customers per year
  • €2,328 million in revenue generated in 2016 (excluding construction)

The problem

The APRR and AREA customer departments have faced strong growth in their portfolios of LIBERT-T toll tag customers over several years, leading to an increase in the number of "multi-channel" (email, website, letter) requests and questions from customers and users.

Several difficulties were highlighted

Collecting and centralizing customer requests across multiple channels (free-text emails, APRR-AREA website forms, paper – around 22,000 requests per month, 80% by email and 20% on paper).

Accurately categorizing and routing the requests to the relevant processing centers.

Processing requests in line with the group's quality commitments (quality, traceability and response times).

The ability to manage the processing activity.

The solution provided by Efalia ECM (formerly FileDirector)

To solve the problem of managing post and emails, the APRR-AREA group chose to implement the FileDirector ECM and document flow management solution. Since 2013, FileDirector has centralized and optimized the collection of all the group's multi-channel inbound communication flows (email, website forms, paper), distributing them and processing them within the group's entities.

Implementation of “strategic” modules from the FileDirector solution:

  • Automatic inbound email management module
  • Email reply module
  • Paper letter collection
  • Process management module

The benefits of implementing Efalia ECM for the APRR-AREA group:


No more multiple paper copies across different processing centers.


Rationalized, optimized and streamlined distribution of letters/emails, routing them automatically to the right processing center(s).


Reduced processing times for requests from users (whether they are subscribers or not).


Increased quality of service.


Improved management of the activity for processing center supervisors.

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