Milenia offers financial solutions for personal loans, financial advice and personal loans in Switzerland. Their clients are a selection of partner banks. (I wouldn't put that sentence) When people come to them for advice, Milenia takes stock of their situation and directs them to the best bank, completely free of charge.
A challenge: (A complication?)
Prior to adopting Front, Milenia's team used "group aliases" like "credit@" and "support@" to speak with their clients in addition to their individual work addresses. They also communicated using Facebook Messenger, Twitter and by phone with "Aircall". It was difficult for them to know who had responded to the messages as well as what tasks needed to be done each day.
A solution:
Milenia started using Front to keep day-to-day tasks clear and centralized in one place. As a result, all employees are now up to date on tasks at all times.
«Front has allowed us to be a better company - Jérémie Monney, CEO of Milenia. With Front, everything changed. Today, we are individuals, working as a team towards a common goal,» says Jérémie Monney. Our team has become more efficient, but above all, our customer relationships have improved significantly!
One inbox for each message: Email, Facebook, Aircall, Twitter, Whatsapp
Now, the Milenia team (too many times the word team) uses inboxes for each sector to manage customer messages by group aliases like @credit or @procedures. They also have the option to use their individual business email addresses to manage all their messages easily and in one place.
With Aircall connected to Front, it's easy for them to manage their call center. "This allows us to handle missed calls and stay in touch with our customers the way they want," says Jeremy.
They also connected their company's Facebook and Twitter pages to Front so they could reply to their company's messages directly on Front, without switching inboxes.
Simple collaboration and increased accountability
Front's collaboration features help them work together without confusion and in a responsible way. When they assign a message to a targeted employee in a common inbox like @credit, the message goes directly to that person's inbox, letting everyone know that the email is being processed by that person.
And with the internal messages feature, it is possible for them to chat with each other under emails without sending a message to the customer, allowing them to work together on responses.
"We can follow up more competently, ask a colleague for help with an answer or with a simple click and make sure that the customer receives the best possible help" - Jérémie Monney, CEO of Milenia
"We can do all of this from anywhere – whether we're in Europe, the U.S., or anywhere in the world, every member of our team can step in, at any time, directly into Front.
Save hours to spend more helping customers
Front has saved Milenia time so they can focus on making their customers happy. By searching for a customer's contact in Front, Milenia can quickly see the customer's entire message history, whether it's from Twitter, email, Aircall, or any other media. This allows them to quickly access a conversation and give better answers. They also use the "canned answer" feature, which allows them to create chablons, which saves them a lot of time and keeps the same tone of communication during the processing of customer requests.
"We respond faster, we respond better, and we can help each other at any time. We've made up so much lost time. - Jérémie Monney, CEO of Milenia
Exponential efficiency
Now that the Milenia team has viable and scalable internal communications with Front, they can respond better and faster to their customers. "The next step will be to extend the efficiency of each process in our company in order to make our customers even happier!" - Jérémie Monney.