A natural gas distribution company decided to outsource part of its customer service activities related to network operations, with the objective of better managing situations where customers had no supplier contract and significantly reducing unnecessary technical interventions.
Since 2024, Armatis has been operating a dedicated contact center to handle customer requests and critical notifications.
Energy & Utilities
Limiting service interruptions linked to the absence of a supplier contract and reducing non-productive technician visits (unnecessary site visits, missed appointments).
Meeting strict operational deadlines, particularly in the context of mediation processes and public service obligations.
Ensuring a high-quality customer relationship on sensitive topics such as service cuts, technical interventions, and safety issues.
Improve case processing and traceability rates while reducing unnecessary technical interventions.
Ensure fast, consistent handling of notifications and omnichannel customer requests.
Deploy an industrialized, secure, and closely managed setup to support the ramp-up of outsourced activities.
Balancing public service requirements, strong operational constraints (deadlines, field coordination), and customer experience within a context where interactions often involve sensitive or high-impact situations (service interruptions, follow-ups, technical interventions).
Seamless orchestration of call and file flows through the integration of a dedicated routing solution.
A setup enabling efficient processing of files and calls within strict timeframes.
Precise prioritization and follow-up management to optimize advisor workload while maintaining high service quality.
Dedicated project governance combining public service constraints, operational rigor, and customer experience excellence.
Efficient handling of inbound calls, outbound calls, and emails to ensure responsive and fluid customer follow-up.
Processing alerts related to missing supplier contracts, with advance communication about scheduled service interruptions.
Fast and optimized coordination of on-site technician interventions.
Accurate collection and entry of meter readings to ensure precise consumption tracking and reliable billing.
A gas-specific platform designed to absorb high volumes and prioritize critical emergencies.
Advisors trained in sector-specific requirements and mediation processes, ensuring maximum responsiveness.
Close monitoring of performance indicators to continuously adjust organization, staffing, and processes with agility.
A collaboration built on operational reliability and continuous performance improvement.
Proven expertise in managing sensitive customer relationships for public services, where continuity, compliance, and reliability are critical.
The ability to combine advanced technology (Diabolocom, omnichannel management) with human expertise to reduce unnecessary technical interventions while enhancing customer experience.
A flexible setup designed to support the evolving volumes and operational processes of gas network operations.
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