When web self-service and email management are incorporated into the CRM
“Akio is a stable, upgradable and easy to learn tool. It is a reasonably priced investment that delivers an extremely fast and easily identifiable return on investment.” Valérie Souvannavong, Customer Service Manager
These awards are the fruit of a comprehensive customer relations management strategy that Fortuneo has carefully implemented since its founding. Quality of service was a priority for the contact center and Fortuneo quickly discovered the limitations of its inbound email processing system, an optional brick for its CRM. These included the lack of traceability, poor management of inbound flows, lack of reliability with emails that remained blocked in the CRM making the tool unavailable, and inability to forge personal customer relationships. These deficiencies led Fortuneo to revise its strategy and purchase a professional customer interaction management tool that could be integrated into the existing CRM. . After looking at various commercial software, Akio was selected for its upgradeability, ability to manage new communication channels and increased volume (integration of additional bricks such as SMS, chat and web self-service): a reasonably priced investment with rapid ROI.
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