BP de l'agence Tontouta
Tuesday 08 January 2019
New local agency in Tontouta
Gaël YANNO, Chairman of the Board of OPT-NC, Philippe GERVOLINO, General Manager of OPT-NC, Eglantine FAFIN, Sales Network Manager, Joel GRANIER, Vanessa, Customer Relationship Project Manager LECREN, Head of the agency, as well as representatives of the directorates and the services of the office, inaugurated today the new agency of OPT-NC in Tontouta.
Customer strategy at the heart of the project
The new agency Tontouta opened its doors to the public on September 20, after 6 months of work. Completely redesigned to fit the Office's New Relationship Service (NRC) model, it now meets customer expectations.
The Tontouta agency is the first agency built on the NRC model as part of the deployment of this new concept, unveiled to the public in March 2018, on the occasion of the inauguration of the pilot agency located in Ducos.
As part of its policy of continuous improvement of customer satisfaction, the office has experimented this new type of agency to Ducos. This agency aimed to test new spaces and tools in the service of the customer journey, for a relationship made more fluid and efficient.
The barometer of the sign is in good shape. The results of a recent survey were significant and very satisfying:
- 92% of customers surveyed find that the NRC layout is modern,
- 91% of clients surveyed say that using the ATM makes it easier for them,
- 90% of staff believe that the customer relationship has improved.
Customer satisfaction at the exit of the NRC agencies reaches 91%. All the elements constituting the quality of the customer relationship are progressing (accessibility, schedule, user-friendliness, hospitality, professionalism of staff ...). In addition to ATMs, the introduction of PLCs reflects the modernity and flexibility of OPT-NC sales network management.
More modern and more welcoming, Tontouta's new agency also responds to the OPT-NC's desire to improve customer service and staff working conditions.
We want to bring a positive experience to the people who push the doors of the agency. It's about optimizing customer support, streamlining its journey, organizing the agency around its expectations and giving the on-site team the means to respond.
What's new for Tontouta's customers?
New design, reorganization of spaces: this new generation agency places the customer at the heart of an immersive experience in the world of OPT-NC.
Among the notable transformations:
- new, clearer signage, with strong color coding for quick service enhancement for commercialization;
- reorganization of flows for a new customer journey with the creation of new "commercial" spaces; the disappearance of the "counter line" and personalized customer care to gain proximity and enrich the customer relationship;
- development of self-service to reduce waiting times, highlighting advice and banking services to gain customer autonomy and performance. A space will be dedicated to self-service products.
Thus, customers have discovered a more spacious agency with:
- a SAS, welcoming very soon a multi-operations automaton,
- a space to make your parcels,
- check deposit furniture,
- a commercial office.
These new spaces lighten the queues in the branch and allow customers to carry out their operations quickly and autonomously.
The dynamic of reducing wait times has also been confirmed with the installation of a new external ATM, available 24 hours a day, 7 days a week.
Around these counters, it is all a clear signage and a harmonious graphic universe that are established so that customers have a better readability within their agency.
At the same time, the installation of new cash registers integrated into the counters, allowing automatic cash management, guarantees greater security for both customers and staff.
With the modernization and layout of its spaces, Tontouta's agency has evolved from a uniform service-based service to an interactive model based on personalized service. Inside, the decoration is "design and open / accessible" to move from the concept of a counter to a space advice.