Case Study: BlueLink Optimizes Global Services With Odigo

BlueLink is an Air France subsidiary specializing in remote customer relations and was originally established over 30 years ago to manage its loyalty programme.

Today, BlueLink offers a global customer relations service, not just for Air France but also for other companies, notably in the luxury goods sector.

Florian Grumiller, Deputy Director of Operational Performance, explains the challenges of customer relations for BlueLink and the reasons why the organization chose Odigo.

The Challenge

BlueLink had 3 different technical solutions for their parent company Air France KLM and subsidiaries both within and outside of Europe.

What they needed was a single telephony solution, easily managed by functional staff, to support their global business, in Asia, Europe, Africa and America, in around thirty languages. To meet this need BlueLink turned to Odigo.

The Solution

Odigo provided a single platform for the distribution of calls and digital channels. Used worldwide, it is managed by centralized teams for all sites.

BlueLink and Odigo also developed a link between their HR tools and Odigo to optimize the use of agent talents and skills.

Results

With this tool, BlueLink have gained a lot of flexibility in their operations. They can now route calls received in America to an agent in the Asia-Pacific region.

Regardless of the advisor’s location or the customer’s location, calls can be routed to the most competent agent at any given time.

Integrating Odigo has allowed BlueLink to interconnect their HR tools with their technical solution, therefore minimizing the number of human interactions.

Florian Grumiller, Deputy Director of Operational Performance at BlueLink, said, “Thanks to Odigo, we can monitor the number of calls at any given time, which allows us to continuously improve and become more efficient over time.”

This blog post has been re-published by kind permission of Odigo – View the Original Article

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Author: Odigo
Reviewed by: Jo Robinson