Remaining attentive to the needs of their policyholders
MAE insures children and their families against accidents at school and in their private lives; they also insure nursery assistants, charitable organizations and student housing. When the health crisis broke, the company’s priority was to provide policyholders with information relating to their contracts as quickly as possible. For company employees, that involved maintaining continuity in administrative services (accounting, payroll, etc.) and communicating with representatives in the 93 departments in which MAE is active.
The IT team was faced with a two-fold challenge: firstly to re-direct phone calls to employees in lockdown at home, and secondly to provide them with a way to access their work environment remotely.
Continuing to manage the flow of calls from customers
MAE contacted Orange Business Services to ask for support with these issues. The teams at Orange suggested setting up an interactive voice server to process, sort and direct calls to the appropriate representatives, even if they were working from home. 100% hosted in the Orange Cloud and self-administrated by MAE, the Guide Vocal solution, which functions independently from the phone system, was set up in five working days, including training. The solution enabled representatives to connect to an interactive voice server in the cloud.
“The Guide Vocal solution allows MAE to manage the 2,000 daily calls it receives from its policyholders,” explains Franck Gaillardon, Account Manager at Orange Business Services. “This number should increase as we near the end of the lockdown and schools start to re-open.”
The contract was signed on Friday, and the project was launched on Monday: your team's responsiveness shows that we can depend on our partnership with Orange.
Thierry Rouet, Director of IT at MAE
Keeping it simple
Faced with an emergency situation, MAE wanted a solution that was easy to set up and use to enable its employees to work from home while remaining safe. The company also opted for Flexible Workspace Remote Access, a remote working solution. This was set up in 10 days, with remote support by Orange Business Services for MAE IT staff. “From an employee perspective, the work environment is accessed through an authentication portal with the usual login details and passwords for each employee, from any device and with a simple Internet connection. Data is encrypted, and communications are secure,” explains Max Audibert, Territory Business Manager, Normandy, at Orange Business Services.
“All the IT department had to do was integrate two virtual machines into the infrastructure to connect to the cloud and install an application on office workstations.” Currently, 120 employees use this remote access solution, and this number could increase rapidly over the coming weeks.