Case Study: Corsica Ferries Improves Omnichannel Related Articles Case Study: Culligan Optimizes Customer Service ROI Case Study: Hager Elevates Operational Efficiency Call Recording Case Studies Definition: Contact Centre Jargon and Terminologies © Kite_rin - Shutterstock - 511834690 Filed under - Contact Centre News, Case Studies, Diabolocom Corsica Ferries is a shipping company looking to improve its omnichannel customer relations. Challenge Corsica Ferries suffered from a lack of flexibility in the management of both incoming and outgoing calls and emails. Something had to be done about it. Objective The objective was to upgrade Corsica Ferries omnichannel customer relationship management. Solution Corsica Ferries reached out to Diabolocom to improve its customer relations with the flexibility and adaptability provided by Diabolocom. Result The results spoke for themselves after an initial test phase. The Diabolocom solution roll-out began in the first quarter of 2022 in France then Italy. Why Diabolocom? “Diabolocom tools improved our responsiveness and independence. The call and email management modules won over users both in terms of their power and ease of use.” Fabien Agostini – Head of Ports and Customer Relations Better Customer Relations The benefits for customers are significant. If customer calls cannot be handled immediately, callbacks are made within half an hour. The process has enabled Corsica Ferries to streamline its workflows. The same goes for outbound call campaigns: the shipping company is now free to manage not only call subjects (weather problems, health regulations etc.) but also campaign times (frequency, time slots etc.). Lots in the Pipeline Corsica Ferries sees Diabolocom as a real partner and the company wants to take the next step in upgrading its customer relations. Some functions are under consideration such as phone with PCI DSS security certification, Chat, SMS campaigns etc. “Diabolocom brings us closer to our customers. Patience, listening, versatility… these are all qualities that we see in Diabolocom and we have lots in the pipeline.” Fabien Agostini – Head of Ports and Customer Relations This blog post has been re-published by kind permission of Diabolocom – View the Original Article For more information about Diabolocom - visit the Diabolocom Website About Diabolocom Diabolocom, a European provider of Enterprise-ready cloud-based contact centres, empowers organizations worldwide to excel in customer satisfaction. Read other posts by Diabolocom Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Diabolocom Published On: 2nd Oct 2023 Read more about - Contact Centre News, Case Studies, Diabolocom Recommended Articles Case Study: Culligan Optimizes Customer Service ROI Case Study: Hager Elevates Operational Efficiency Call Recording Case Studies Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter