Our clients are best to talk about us...
A long-standing partner for our distribution model
A long-standing partner for our distribution model
Acemis is one of the few outside, long-standing partners that helped design and rollout “Multichannel Banking”, the BNP Paribas Group’s Retail distribution model. Based on channel integration, contact development and customer satisfaction, BNP Paribas has used the model since 1998. Product sales are the result of reinforced customer relations and services; its goal is long-term increase of customer satisfaction. BNP Paribas took advantage of the team’s availability and practical approach, their know-how in Customer Service Centers and their expertise on customer vision as a whole.
Since 2001, Acemis has used its expertise to structure all aspects of customer service centers in France: customer journeys, training, organization, skills, steering. Over the years, they have provided support as we naturally evolved (specialized sales units, management). Drawing on their domestic expertise in France, Acemis took part in the Group’s model rollout abroad (Italy, Belgium, Morocco, Turkey, the United-States in particular) since 2007.
Philippe Laulanie is former Retail-Banking Distribution Director at BNP Paribas and worked with ACEMIS. He is also INRC’s Vice-President (National Customer Service Institute) and an EFMA Board Member (European Financial Management Association).
A partner who takes us beyond
Acemis has provided support since 2015 to define user orienteering for the Walloon Public Administration. I appreciate Acemis’ ability to rephrase and to take ownership of a project. The mission and the team become one. The Acemis team knows how to listen and shows great empathy. They take the time to understand us; they put themselves in our customers’ shoes, and rephrase requests to provide the best possible solutions.
What I particularly appreciate is their ability to make teams reach levels they never thought possible, due in part to methods suited to our environment which Acemis is well familiar with. They also encouraged in-house project managers to take ownership of the project afterwards, to make it live on. The way in which Acemis draws up action plans is another example of how they ensure lasting projects. Acemis provides support if we ask for it… without ever going too far. What I like best of all goes beyond methodology: Acemis reminds us to place people – the public, the users – at the core of the debate and the project. At all times. Acemis helps us progress; they force us to look ourselves into the mirror, one we often times disregard, and to see things from another angle, another approach. They keep it simple and never make a show of knowledge.
Customer focus throughout the project
Your customer-focused approach isn’t only talk, when selling your offer. As an outside mediator, you provide a customer-focused outlook throughout the project, which is vital to a sales approach overhaul. If it had come from management, it would have been perceived differently. Focusing on the customer helped to accept the idea. As well as showing how things are done elsewhere, in other companies. It’s important in our oligopolistic business. Understanding what takes place in other companies helped people to express themselves.
It’s always difficult for consultants to address operational departments. Quite often, consultants have a more general, corporate approach. Compared with other consultants, your strong point is being able to focus on operational aspects.
Personal approach, Ability to listen, Broad experience, Co-construction and Results-oriented
I appreciate Acemis for 5 main reasons: their personal approach, their ability to listen, their broad experience, their co-construction and being results-oriented.
Personal approach: working on customer experience means working with people, even in regards to digital aspects. Acemis is above all a connection to people with well-rounded personalities and legitimacy to talk about human relationships.
Ability to listen: the firm doesn’t have preconceived notions. Instead, they pay attention; they listen to make sure they thoroughly understand the customer’s problems.
Broad experience: Acemis can attest to rich and multiple experiences. We benefit from examples, initiatives and good practices from a number of business sectors.
Co-construction: Acemis never sells or peddles ready-made, off-the-shelf solutions. Instead, their multi-sector experience makes them capable of rearranging and co-constructing extremely personal and adaptable solutions. Customer experience concerns may be recurrent regardless of the business sector, but transformation solutions are by definition context-oriented.
And results-oriented: some people consider customer experience to be somewhat abstract rather than operational. Acemis provides practical and operable solutions. And consistently advocates measuring results and demonstrating solutions’ efficiency.
A genuinely mature customer experience approach
Acemis’ mature approach to customer experience is like none I’ve ever seen. Personally, what makes a difference is that you totally master the customer experience field and that you have a solid background. Acemis doesn’t consider customer experience as a trend and use inspiring experiences to stand out. Instead, their continuous practices fuel company culture.
Acemis changed our mindset
In 2015, we called upon Acemis to improve our Contact Center.
Acemis rapidly and efficiently analyzed our weaknesses and strengths, and weighed them against our needs and constraints to develop a precise and structured specifications charter resulting in our Contact Center.
Their attentiveness and constant dialogue helped establish project guidelines.
Our greatest success, besides the professional rendering of our Contact Center, has been the involvement in and ownership of the project’s various stages, from contact agents to management.
We have completely integrated the organization and the use of tools in our work methods.
In addition, assessment and continuous improvement are ongoing and our project moves towards a vision in line with our company’s goals.
Acemis has changed our mindset to focus on our affiliated members’ expectations instead of our internal operating mode based on working in silos.
Agility and robust methodology brought about by true customer experience specialists
Acemis provided support throughout the pilot stage of our Les Incomparables program. It’s a customer experience differentiator, in other words, we aim to create a visible difference that drives customers to Orange and keeps them with us. The program offers key differentiating factors in line with our company’s strategy, which we then adapted throughout markets and countries according to local needs while always placing customers first.
Acemis teaches us to consistently focus on customers and customer experience. They are true professionals.
I was also thoroughly pleased with their flexibility, their agility. The project entailed a lot of creating, hands-on learning, testing and evolving. We worked very closely together.
A specific example? The Orange seminar in Senegal, 3 days during which we set up a workshop from scratch for 35 people from diverse business backgrounds. We were well prepared and equipped with appropriate methods for concrete differentiating results, to set us apart and offer an experience beyond compare. All stakeholders greatly contributed, and while in the process, we also gave a presentation to the executive committee.
This is a clear example of your agility, your ability to have everyone concentrate on the customer, but it also highlights your rigorous methodology. Sometimes, when we stand back and think of customer experience, we tend to undermine its importance, when in fact, it entails a rigorous approach. You’ve shown a firm commitment to goals, and straightforward and solid methodology. You’ve been very efficient and we wholeheartedly recommend your structured and systemic approach to customer experience.
The added value of a "transformation-oriented" and "customer experience" point of view
Acemis provided a good number of support services for our CRM project, from initial project guidelines to change management and solution implementation in pilot countries.
All the while, we truly appreciated their willingness to listen and their ownership of our strategy resulting in customized support in line with our business and needs. A “transformation-oriented” and “customer experience” viewpoint helped to thoroughly reflect, and secure the success of our CRM project.
In addition, the team demonstrated flexibility, capacity to handle a heavy workload and experience in steering international projects.
The momentum Acemis triggered is still felt today and continues to fuel our core business projects and our thoughts regarding customer experience.