Call Manager

DSI Conseil & Services, a digital services company, provided a full team (designers, developers, project manager) to create this platform, improving agent responsiveness and streamlining interaction management. This case study explores the challenges faced, the solutions implemented, and the results achieved.

1. Project Context

• Client: UCAR, a French company specializing in vehicle rentals, offers flexible services for individuals and businesses, providing short- and long-term rental solutions. UCAR’s franchise model and partnerships allow for national coverage.
• Project Goal: To create a centralized platform for managing customer interactions and calls, improving agents’ ability to track reservations, manage inquiries, and deliver fast, efficient service to customers.
• Target Audience: The Call Manager is designed for UCAR customer service agents, who handle client interactions across various agencies and manage reservation-related questions and modifications.

2. Challenges and Issues Faced

• Centralized Interaction Management: The primary challenge was centralizing customer information and interactions across all UCAR agencies, enabling agents to access complete customer histories and past interactions.
• Customer Service Optimization: The platform needed to allow agents to quickly respond to customer inquiries, handle reservation changes, and efficiently manage booking cancellations.
• Real-Time Case Tracking: Providing real-time tracking of customer requests was essential to improving case management and delivering quick resolutions to problems.
• Data Security: The platform required strict data privacy measures to protect customer information and ensure the secure management of sensitive interactions.

3. Solution Provided by DSI Conseil & Services

Dedicated Team:

• Project Manager: Coordinated efforts with UCAR to ensure deadlines were met and project goals were achieved.
• Front-End and Back-End Developers: Developed an intuitive user interface and a robust infrastructure for managing calls and customer interactions.
• UI/UX Designers: Created a clear and user-friendly interface that enables agents to navigate and manage customer interactions easily.
• Security Experts: Implemented advanced security protocols to protect customer data and ensure secure communication.

Technologies Used:

• Backend: ASP.NET, chosen for its reliability and scalability in handling high volumes of interactions and data.
• Database: SQL Server, selected for efficient management of customer information and reservation histories.
• Frontend: Angular, used to create a dynamic and responsive user interface that facilitates agent workflow.
• REST API: Deployed to enable seamless communication between agencies and the Call Manager, ensuring instant access to customer data and interaction histories.
• Security: Implemented data encryption and enhanced authentication protocols to ensure data privacy and secure interactions.

4. Project Management Methodology

Agile Approach: The project followed an Agile methodology, allowing continuous integration of feedback from

UCAR and rapid adjustments based on operational needs. Development sprints enabled the progressive release of key features.

Management Tools:

• Jira for task tracking and version control.
• Confluence for documenting technical specifications and processes.
• Git for version control and team collaboration.

Collaboration with UCAR: Weekly meetings were held to adjust priorities, validate delivered features, and ensure the solution met client expectations.

5. Results Achieved

• Improved Customer Interaction Management: The Call Manager allowed UCAR agents to centralize the handling of calls and customer requests, reducing response times and improving service quality.
• Real-Time Case Tracking: Agents can now track customer requests in real-time, with direct access to reservation histories and past interactions, enabling faster and more personalized solutions.
• Optimized Customer Service: Centralized management of booking changes and cancellations streamlined the process of handling customer requests, increasing overall customer satisfaction.
• Enhanced Security: The security measures implemented ensured the protection of customer data and the confidentiality of interactions.

6. Conclusion

The Bo 'Call Manager' - Platform for UCAR project allowed DSI Conseil & Services to demonstrate its expertise in developing solutions for customer interaction management. The platform, developed in collaboration with UCAR, optimized call and request handling while ensuring enhanced data security. The partnership continues with regular updates and new feature additions to further improve customer service quality.