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« Allo la CCI »

« Allo la CCI ». Marie-Pierre Marchand marchand@lyon.cci.fr. « Allo la CCI ». Objectives of the project Organization Clients, their needs Human resources Conclusion. Organization. Opening in February 2004 A Trademark « Allo la CCI » : 0 821 231 251

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« Allo la CCI »

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  1. « Allo la CCI » Marie-Pierre Marchand marchand@lyon.cci.fr

  2. « Allo la CCI » • Objectives of the project • Organization • Clients, their needs • Human resources • Conclusion

  3. Organization • Opening in February 2004 • A Trademark « Allo la CCI » : 0 821 231 251 • Scope of action : all the services of CCI de Lyon(except 5 branch offices, the museums and the training centre) • Opening time : from Monday to Thursday, 8:30-18:00, on Friday, 8:30-17:00 • A knowledge database : 1 500 fact sheets co-produced by CCI Lyon’s experts http://bdc/bdc/indexConso.jsp?user=34 • Internet Protocol Call Centre linked to CRM : identification of the client’s phone number, address; possibility to track the client’s needs/ questions • 73 200 calls/year (300/day) + 2 000 incoming emails Challenges for CCI Lyon : Improve the answer and the process of the clients’ demands; give a reliable answer in real time

  4. Clients • Coming from: 74 % Rhône

  5. Needs • Breakdown of demand

  6. Needs : creation

  7. Human resources • 11 (9 FTE) people in charge of Customer Relationship • trained to CRM and to the main expertise of CCI Lyon (administrative procedures, information for would-be entrepreneurs, other services and programmes, etc) • Several skills : CCC + information for visitors (especially Espace Entreprendre) + incoming e-mails • 1 supervisor : • trained to CRM and to the main expertise of CCI Lyon • Technical assistance • Statistics, monitoring • Support to answer clients’ questions • Responsible for quality procedures • 1 administrator/information officer for the knowledge database : located at theBusiness intelligence department

  8. Conclusion « Allo la CCI » (CCC) • Is the first gate of CCI de Lyon and is responsible for the image of the organization: any questions have to generate an adapted and instantaneous answer • Has a central position in the organization; autonomy rate: 70% • Has become a « model » from which other CCI get inspired: around 10 visits /year for benchmarking • 14 CCI have bought the knowledge database • From Dec 2009 : 400 fact sheets are available for all the French CCI on their common extranet http://ccinet.cci.fr

  9. Thanks for your attention! « Allo la CCI »

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