GIPHAR
Increase the number of outbound and inbound flow
At first, Giphar Group opted for a ticket management solution that soon proved to be insufficient in the face of the number of outbound and inbound that the sector has to manage on a daily basis. In addition, without any visibility on agent activity, the drop-out rate took time to improve and deteriorated customer satisfaction, which is nevertheless essential in this highly competitive sector.
Exists since 1968
400 employees
Network of more than 1300 pharmacies
“It should be noted that to date, the management of pharmacist calls by our support teams is facilitated for its responsiveness and the relevance of the answers provided to callers and called through the Nixxis solution”
Objectives
- A competitive achievement in customer satisfaction
- No quantitative and qualitative visibility of calls
- A high dropout rate
Giphar achieve great results using Nixxis Contact Suite
Nixxis Contact Suite has enabled Giphar Group to improve both the time needed to resolve telephone requests and also to optimize the time of its agents with a better distribution of calls, thanks to detailed reporting on the actual activity of its teams.
Satisfaction rate boosted by 30% in two years
Comprehensive reporting for a better distribution of staff workload
A net decrease in the drop-out rate
Rapid response through CEW
Giphar achieve great results using Nixxis Contact Suite
Nixxis Contact Suite has enabled Giphar Group to improve both the time needed to resolve telephone requests and also to optimize the time of its agents with a better distribution of calls, thanks to detailed reporting on the actual activity of its teams.
Satisfaction rate boosted by 30% in two years
Comprehensive reporting for a better distribution of staff workload
A net decrease in the drop-out rate
Rapid response through CEW
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