Grand Lyon

In what context did you call on Coheris by ChapsVision?
In 2008, the Lyon local authority launched a call for tenders to meet a need expressed by the metropolitan executive and the mayors:

• professionalize and organize the handling of citizen requests
• personalize relationships and responses

Our challenge was significant: to create a single platform bringing together all stakeholders and partners of the metropolis.

Why did you choose Coheris by ChapsVision?
The choice naturally fell on Coheris by ChapsVision among the many participants in the call for tenders. Although Coheris by ChapsVision software is generally intended for the commercial sector, it was easily adaptable to the needs of our local authority, which required a solution compatible with the interfaces already implemented by the municipalities of the Metropolis.

Omnichannel capabilities, product modularity, and the multi-skill and multi-site approach were the main differentiating factors compared to the competition. The potential for evolution and flexibility ultimately convinced us.

Can you tell us more about the implementation and use of the solution?
Coheris by ChapsVision handled the software development, and Greater Lyon set up a contact center to centralize information requests and complaints from citizens coming from different channels (phone, municipal websites, social networks, email, fax, mail, town hall receptions, community GRUs, etc.). Some municipalities enter citizen requests directly into Greco (the name given by Greater Lyon Metropolis to the Coheris software). Others, such as the City of Lyon, use their own interfaces, with data automatically imported into the Coheris by ChapsVision software. Finally, municipal agents can also directly contact the Metropolis contact center by email or phone, which then integrates the information into Greco. The software then serves as a tool for case management, processing, and consultation to track the progress of requests.

More than just a consultation and management tool, the solution is also used as a service management tool. It allows managers to view the number of requests handled by a service and to monitor the effectiveness of corrective measures. A report detailing the citizen requests handled in their territory is sent monthly to each municipality and service, providing an overview of population needs and allowing them to anticipate future requests. Furthermore, in the event of processing delays, personalized reminders are sent to the relevant agents.

Since the implementation of the tool, do you feel you have achieved your objectives?
The success is undeniable for several reasons. The platform has been able to:

• absorb the massive increase in requests, from 40,000 in 2013 to 85,000 in 2020
• reduce response times from 12 minutes in 2016 to less than 10 minutes in 2020. This is due to increased productivity at the contact center and a bank of highly standardized automated responses
• drastically reduce the number of contact points, from 42 to a single unique point
• multiply communication channels: Phone / Fax / Mail / Email / Web

The tool implemented by Coheris by ChapsVision has, of course, achieved its objectives, but beyond the figures, the quality of service is widely recognized both externally and internally. The 750 agents of the Metropolis and municipalities, although initially cautious, now admit they cannot do without Greco.

What are your future projects with Coheris by ChapsVision?
Four major innovations are already on the agenda, all aimed at optimizing the management of incoming requests:

• Automated phrasing to save time drafting responses
• “Greco Mobile”: deployment of the Coheris by ChapsVision software in the field to make it accessible to intervention teams via their smartphones
• Artificial Intelligence: internally, to help advisors search for documents; externally, to allow citizens to obtain responses by querying an automated system
• Mass processing deployment: the tool will be able to identify similar complaints and automatically generate personalized responses for each citizen who contacted the Metropolis

And finally, could you list the benefits of the Coheris 360 by ChapsVision solution dedicated to Citizen Relationship Management for both local authorities and citizens?

FOR LOCAL AUTHORITIES

• Handling of all citizen requests by a specialized, qualified, and cost-effective platform
• Tool for understanding the public and their needs
• Ability to interface with all information systems and business applications
• Service management system based on listening to needs, analyzing malfunctions, and adapting services
• Recognition of agents’ activity
• Internal guarantee of request tracking
• Better ability to anticipate recurring issues
• Production of dashboards, analyses, and consolidated mapping at all hierarchical levels

FOR CITIZENS

• Simplified multichannel access: phone, email, web, mail, fax… regardless of the type of request, with freedom of channel and timing
• Listening to and consideration of needs by a team of professional citizen advisors, trained in GRU and public service areas
• Guarantee that their request is handled by the right contact person and that appropriate on-site intervention will occur if needed
• Instant or at least rapid response to information requests
• Interaction traceability