APRR-AREA optimizes its management of multi-channel incoming flows with Efalia EDM

APRR-AREA, managing 2,323 km of motorways and 23 million users per year, was facing strong growth in its LIBER-T customer portfolios and an increase in multi-channel requests. The Efalia DOC solution was deployed to centralize and optimize the management of 22,000 monthly incoming flows, allowing automated distribution and processing that respects the group's quality commitments.

Challenge

The APRR and AREA Customer Departments were facing strong growth in their LIBER-T client portfolios, generating a significant increase in multi-channel requests.

• Collect and centralize customer requests regardless of the emission channel (free email, APRR-AREA website forms, paper mail)
• Accurately categorize and forward requests to the appropriate processing centers
• Process requests in accordance with the group's quality commitments (quality, traceability and response time)
• Manage treatment activity effectively with a global vision

Solution

Efalia DOC was deployed to centrally and optimally manage the collection of all the group's multi-channel incoming flows, their distribution and their processing within the entities.

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Efalia DOC

• Module for the automated management of incoming emails
• Email response module
• Paper mail collection
• Process management module

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Results

Complete optimization of multi-channel incoming flows

The Efalia DOC solution allowed the APRR-AREA group to radically transform its management of customer flows. The centralization of 22,000 monthly flows (80% email, 20% paper) and their automated distribution to processing centers have considerably improved operational efficiency and service quality.

• Centralization of flows: Unified collection of customer requests across all channels
• Automated distribution: Intelligent routing to the appropriate treatment centers
• Removing paper: Elimination of paper copies between treatment centers
• Reduction of deadlines: Optimization of user request processing times
• Improvement of steering: Global vision of the activity for supervisors

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Key figures

• Distribution of flows: 80% email channel/20% paper channel
• Volume processed: 22,000 monthly flows
• Implementation: Deployed since 2013

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Return on investment

• Streamlining processes: Rationalization and optimization of mail/email distribution
• Quality improvement: Increase in the quality of customer service
• Reinforced control: Better visibility and control of activity for supervisors

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