Optimizing Call Management with Heedify at Cerfrance

Cerfrance Vendée is a key player in supporting business leaders’ performance. Its associative governance model, based on the active involvement of its client-members, enables the organization to remain agile and respond to the evolving needs of business leaders. Within this dynamic, Heedify had the privilege of providing a solution that, thanks to its ease of configuration and adaptation, meets Cerfrance Vendée’s needs to optimize the management of their incoming calls.

Thanks to the Heedify Attendant Console, fully integrated with Microsoft Teams, Cerfrance Vendée’s customer relations advisors benefit from a relevant tool to efficiently manage call flow.

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Optimized Call Management with Teams

The integration of the Heedify Attendant Console with Teams allows Cerfrance’s Customer Relations Advisors to easily handle incoming calls without leaving the Heedify Console interface. This ensures smooth and rapid call handling while improving team efficiency and productivity.

The Heedify Console includes a Teams voice client, allowing advisors to manage all calls within a unified environment.In addition to call management, the Heedify Console is seamlessly integrated with Cerfrance’s CRM, enabling advisors to automatically open the caller’s customer file.

This feature simplifies the call management process and guarantees effective call transfer to the right internal team member, based on the client’s profile and needs.

Centralized Call Tracking for Better Decision-Making

Another key aspect of this collaboration with Cerfrance Vendée is the integration of call data from their 15 agencies into a rich, centralized report. This allows the Cerfrance team to have a clear and detailed view of interactions across all their agencies. Thanks to this data centralization, managers can easily monitor agency performance, identify trends, and optimize processes.

Conclusion

The collaboration between Cerfrance Vendée and Heedify demonstrates how integrating technological solutions in a unified work environment such as Teams can transform incoming call management. Thanks to the Heedify Attendant Console, Cerfrance improves the efficiency of its customer relations advisors and offers its clients a fast and personalized service.

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