In this latest episode of our CX Armatis & Vous podcast, we were delighted to welcome Sandrine Kergoat, Head of Operations & Customer Relations at Fortuneo. She shares with us the vision of an online bank that has chosen to outsource part of its customer relations activities, and the key aspects of its collaboration with Armatis, which began in 2017.
Fortuneo: A 100 per cent online bank
Fortuneo, a subsidiary of Crédit Mutuel Arkéa, is a 100 per cent online bank with no physical branches, which currently serves over one million customers throughout France. This unique feature means that remote customer relations is not simply one channel amongst many, but a strategic pillar of its business. As Sandrine Kergoat points out:
“For our customers, the only way they can get in touch with us is by phone, email or chat.
The word ‘reachability’ really hits home for us.”
The keys to successful collaboration
A story we have been building together since 2017
“What sets our relationship apart is the word ‘history’,” says Sandrine. Before 2017, Fortuneo did not outsource anything. The partnership with Armatis has therefore enabled us to develop a remote customer relationship approach together, with both sides gradually building up their skills.
Today, three Armatis production sites work in synergy with Fortuneo’s two in-house sites (Paris and Brest), creating a genuine customer service ecosystem.
Tangible and measurable results
The figures speak for themselves:
- 94 per cent customer satisfaction via the telephone channel (June 2023)
- 91 per cent service quality after overcoming challenges and restoring operational excellence
“It’s really great. Not only are customers able to get in touch with us, but they’re happy too,” says Sandrine happily.
Top priorities in the banking customer experience
Managing emotions above all else
In the banking sector, the emotional stakes are particularly high. Sandrine identifies several ‘red flags’ that must be avoided at all costs:
Empathy when dealing with cases of fraud: “When a customer calls about fraud, they’re stressed. Their greatest fear is that someone might get hold of their money or their assets. The first thing to do is to reassure them and block access.”
First-contact resolution: “If we’ve resolved the customer’s problem on the first contact, even if they’ve had to wait a little while, that’s fine. However, if they have to ring us back three or four times to finally get an answer, it’s more complicated.”
The immediacy of the response
For an online bank, speed is at the very heart of customer expectations. “Customers who choose an online bank are also those who expect an immediate response,” explains Sandrine.
The technological vision: simplifying the customer journey
If Sandrine could roll out a technology at the snap of her fingers, it would be an intelligent call routing system to direct each customer to the right adviser from the very first point of contact.
“These days, we’re dealing with complex tools that require varying levels of expertise. Customers don’t always press the right button. If we could find a way for them to be put through to the right adviser straight away, without having to be transferred, customers would be happy.”
This observation highlights the importance of a customer-focused approach and a seamless customer journey, even before any human interaction takes place.
Conclusion: The keys to a successful outsourcing partnership
Fortuneo’s experience with Armatis shows that outsourcing customer relations is not just an operational solution: it is a genuine driver of performance.
In a demanding and highly regulated banking sector, where managing customer emotions is crucial, this partnership demonstrates that well-planned outsourcing can become a major strategic asset, combining service quality, customer satisfaction and agility.
