Agirc (Association générale des institutions de retraite des cadres) and Arrco (Association pour le régime de retraite complémentaire des salariés) are federations that organize, regulate, and control the operation of pension funds in France.
The largest service at present is retirements, which represents nearly 700,000 requests per year. This has led the company to be attentive to the client to improve and upgrade their service offering. This point has also been incorporated into the roadmap and strategic objectives of Agirc Arrco.
Given the large volumes, Agirc Arrco has opted for the digital channel. The customer starts on a path and ends it with a satisfaction survey, all of which is automated thanks to the Big Data Feedback Automation solution.
The team has set up a weekly survey transmission system. It took just three months to set up the continual monitoring system. Out of 400,000 surveys sent, Agirc Arrco has gotten 200,000 responses.