GIPHAR Group
Giphar Group initially opted for a ticket management solution which very quickly proved to be insufficient compared to the number of outbound and inbound that the sector must manage on a daily basis. Of Furthermore, without any visibility into agent activity, the abandonment rate took time to improve and deteriorated customer satisfaction, which is nevertheless essential in this very competitive sector.
Exists since 1968
Network of more than 1300 pharmacies
400 employees
"It should be noted that to date, the handling of pharmacist calls by our support teams is facilitated due to its responsiveness and the relevance of the responses provided to callers and called parties through the Nixxis solution"
Problems encountered
- A competitive achievement in customer satisfaction
- No quantitative and qualitative visibility of calls
- A high dropout rate
Giphar Group achieves excellent results with Nixxis Contact Suite
NixxisContact Suite enabled to Giphar Group to improve both the resolution time of telephone requests but also to optimize the time of its agents with a better distribution of calls and this thanks to detailed reporting on the real activity of its teams.
Satisfaction rate boosted by 30% in two years
Satisfaction rate boosted by 30% in two years
Rapid response thanks to AI
Comprehensive reporting for better agent workload distribution
Giphar Achieves Great Results with Nixxis Contact Suite
NixxisContact Suite enabled to Giphar Group to improve both the resolution time of telephone requests but also to optimize the time of its agents with a better distribution of calls and this thanks to detailed reporting on the real activity of its teams.