How Zendesk-Aircall Integration Enhanced Edenred’s Customer Service

Edenred, a leading digital payment solutions provider, faced the challenge of transitioning its workforce to remote operations quickly and efficiently. Unsure of the best telephony solution, they turned to Premium Plus, their Zendesk implementation partner. By analysing their needs, consultants from Premium Plus recommended Aircall and set it up swiftly and efficiently, providing a seamless solution that met their urgent needs and exceeded expectations.

Challenge

Edenred faced an urgent requirement: to enable their customer service agents to operate efficiently from remote locations. The previous call centre software fell short of meeting all their demands, necessitating a robust, integrated solution that could be deployed almost instantaneously and would work harmoniously with Zendesk. Moreover, a new phone system was required to enable:

real-time data monitoring
workforce planning
excellent call quality
frictionless customer experience
increased agent and operational productivity

Solution

With Premium Plus stepping in as a trusted advisor, Aircall emerged as the ideal solution for its seamless integration with Zendesk and powerful capabilities. The implementation was executed in just two days, a testament to the efficacy and speed of the solution.

“Suddenly all the contact centre agents had to work from home, which had never happened before. Premium Plus got straight to work, sorted out the integration of Zendesk with the Aircall call centre software, and the next day all our agents could work from home the way they had been doing in the office. It was an incredible feat. Talk about professionalism and customer service!”

Koen Reyniers, Operations Director

The phone solution offered:

Seamless Integration with Zendesk: Providing a unified platform for all customer interactions.
High-Quality Calls: Supported by top global voice carriers and local providers in select markets, guaranteeing superior call quality and reliable communication.
Live Data Monitoring: Empowering managers to make informed, timely decisions.
Comprehensive Workforce Planning: Ensuring the right resources were available at the right time.
Accessibility Across Devices: Whether on a laptop or mobile app, agents remained reachable.
Aircall’s Smartflows ensured calls were routed to the most skilled and relevant agents, significantly enhancing customer satisfaction.

Results

The transformation was immediate. Almost overnight, Edenred’s agents found themselves armed with tools that not only mirrored their office capabilities but enhanced them. The seamless transition allowed them to continue serving their customers with the same dedication and care as if they were all still working side by side in the office.

years with Aircall

4

calls a month

20,000

connected rate

98.3%

Now Edenred manages over 20,000 calls a month seamlessly, a clear indicator of the system’s robust capacity and reliability. Managers could watch in real-time as their teams worked, making instant adjustments to keep everything running smoothly. The calls flowed to the most skilled agents, thanks to Aircall’s intuitive Smartflows, ensuring every customer received the attention they deserved. Notably, Edenred achieved a phenomenal connected rate (total outbound calls that reached the recipient) of 98.3% with Aircall, underscoring the system’s reliability and effectiveness.

Four years after implementing Aircall, Edenred continues to rely on it because of its outstanding performance and adaptability to their evolving needs. Aircall has become a vital part of their operations, offering reliability and efficiency, and making it an invaluable asset in their day-to-day activities.

How Premium Plus Made a Difference

As an Aircall’s Gold partner, Premium Plus played an important role as both advisor and implementor. Recognising that Edenred’s existing phone solution was inadequate, consultants recommended Aircall for its ease of implementation, superior call quality, and efficient call routing—enhancing customer experience by reducing wait times and matching customers with the most competent agents.

Premium Plus’s support included:

Rapid Deployment: Completing the Zendesk-Aircall integration in a mere two days.
Customised Workflow Design: Tailoring processes to meet Edenred’s specific needs.
Expert Training: Equipping agents with the knowledge to unlock the full potential of Aircall and Zendesk.

Conclusion

Edenred’s successful transition to remote operations highlights the critical role of effective solutions and strategic partnerships. The integration of Aircall with Zendesk by Premium Plus provided the immediate functionality and reliability Edenred needed, allowing their customer service teams to maintain high standards remotely.

If you’re looking to enhance your business operations and elevate the customer experience with reliable solutions like Aircall and Zendesk,
contact Premium Plus today. Discover how we can design a solution to meet your specific needs, ensuring your business remains resilient, efficient, and customer-focused.