How a Leading Media Group Boosted Panelist Engagement and Retention
How a Leading Media Group Boosted Panelist Engagement and Retention Context A major player in audience measurement wanted to improve perceived service quality among its panelists and secure the reliability of its data. Industry Media Scope & Channels Surveys, Technical Support Results Improved participation continuity thanks to faster resolution of first‑level incidents. Increased perceived quality […]
How a B2B Healthcare Provider Secured Its End to End Customer Journey
Context A B2B healthcare provider needed to renew a large equipment fleet, maintain service quality, and support professional users across the entire value chain, including assistance, after‑sales service, renewal, and commissioning.This operation required a precise commercial approach designed to preserve the existing portfolio, along with proven multichannel coordination. Results Industrialized quality trajectory supported by targeted […]
How a leading mutual insurance provider multiplied its commercial performance
The context A French leader in retirement solutions for professionals wanted to boost the performance and quality of its B2B outbound campaigns. The goal: maintaining a premium customer experience while accelerating growth in a highly competitive market. Results service quality rate 0 % quality score 0 % Industry Mutual insurance (B2B) Scope & channels Multichannel […]
How a leading e-commerce player multiplied its commercial results by ten
Context For over ten years, a major name in e-commerce and home improvement has relied on Armatis to manage and optimize its multichannel customer relationship.Initially focused on first-level customer service (information, after-sales support, online reputation, handling complex cases, in-store interface), the partnership gradually evolved toward a more strategic approach, incorporating customer retention, sales, and support […]
How an e-commerce giant quadrupled customer satisfaction with Armatis
The Context An international marketplace, experiencing explosive growth and millions of active users with thousands of daily transactions, faced several strategic challenges: A sharp and constant rise in customer requests High-volume, time-consuming moderation needs Tightened security requirements to prevent fraud Extremely high user expectations for fast and high-quality responses A reputational risk to manage with […]
How a European group revitalized its NPS and unified its multilingual customer service with Armatis
Context A European retail and fashion group chose Armatis to redesign the customer experience for its premium brands operating across several European markets. The starting point was delicate, with very low customer satisfaction levels threatening the group’s brand image. The collaboration began with a single brand. Thanks to rapid and tangible improvements, the partnership naturally expanded to include other brands in the portfolio. Key results in the first months […]
How we helped a European telecom leader boosted its sales performance
Context A major European telecom operator chose Armatis to optimize its telesales activities and strengthen its customer acquisition strategy. With operations across multiple markets and a wide range of services (fiber, mobile, ADSL), the challenge was to maximize commercial performance while maintaining a high-quality customer experience. This 20-year collaboration demonstrates Armatis’ ability to adapt to […]
How Armatis supports a leading energy company in the digital transformation of its customer service
Key figures 72% of customer interactions managed through emerging technologies (messaging, chatbots) in 2022, compared to just 11% in 2017 — a 6.5x increase in 5 years Coverage across 4 strategic regions Customer management operated from 3 production sites using centralized, multisite management Process automation powered by RPA (Robotic Process Automation) The challenge Faced with […]
Regulatory Compliance in Insurance: How We Turned an Obligation into a Driver of Customer Performance
Discover how we helped a leading French insurance company process 250,000 clients automatically, achieving a 70% remediation rate. Key Figures Operational Performance 250,000 clients processed automatically Over 70% overall remediation rate 60% contactability rate (vs. 35-40% industry average) Resource Optimization 80% reduction in processing time 60% reduction in operational costs Zero mobilization of the client’s […]
How a Leading Retailer Optimizes the Premium Customer Experience Through Innovation and Omnichannel Strategy
Key Figures 95% service quality across all interactions 100% of mail processed in under 8 days 85% of emails handled within 24 hours 12,000 social media interactions managed annually Exceptional responsiveness: 4 hours to respond to customer inquiries The Challenge Deliver an exceptional customer relationship experience in a dynamic environment, ensuring seamlessness and quality at every stage of the customer […]