DKM Experts is a French company specializing in pest management (deratting, insect control, pigeon removal, disinfection), using environmentally-friendly, CEPA-certified methods.
Why did DKM Experts decide to install a callbot?
With around 200 calls a day, DKM Experts was looking to improve its customer service by optimizing caller orientation. Whether they are private individuals, professionals or associations, users need to be identified as soon as they call, so that they can be efficiently redirected to the right department.
To meet this challenge, and as part of the redesign of their solution, DKM Experts chose to integrate an inbound callbot. This solutionautomates the identification and redirection of calls, reducing the workload of advisors on low value-added requests.
How did you go about setting up the callbot project?
The project was set up in collaboration with NXO Telecom, an IT solutions integrator specializing in communications, cybersecurity and the cloud, and integration partner for Kiamo, a customer interaction management platform with which we also collaborate.
Ahead of the set-up, a 30-minute technical briefing was held between NXO Telecom and Dydu to discuss the connection arrangements between DKM Experts’ telephone solution and Dydu’s callbot.
📌 DAY 1
- Kick-off meeting and project scoping: how the Dydu solution works (one-hour workshop with NXO Telecom and DKM Experts).
- Training 1: setting up the knowledge base and use case to be implemented (one-hour training with NXO Telecom and DKM Experts).
📌 DAY 2
- Setting up a test phone number to enable DKM Experts to choose the callbot voice and test the use case in a real-life situation.
- Parameterization of the use case by NXO Telecom with close support from Dydu.
📌 DAY 3
- Acceptance of the use case by NXO Telecom, DKM Experts and Dydu.
- Improvement of the course to validate the production launch.
- Implementation by Dydu of a customized statistics report to monitor callbot activity in production.
- Training 2: presentation of the Statistics module and the Learning module, which enables conversations to be replayed and the course to be continuously improved (1-hour training session with NXO Telecom and DKM Experts).
- then production launch 🚀
📌 DAYS 4 & 5: Continuous bot enhancement
- Replay of productionconversations to validate bot behavior and make initial improvements (two 1h workshops with NXO Telecom and DKM Experts).
The DKM Experts callbot project went live in a record time of 3 days!
One week after the project went live, a handover took place with a Dydu CSM, who was monitoring the project in post-production. During this handover, we review the various workshops carried out, the course, analyze the statistics and identify the next needs.
DKM Experts is now supported by the CSM Dydu for 1 day a month to ensure project continuity and continuous improvement.
Setting up our CallBot in record time was a real turning point for our business.
It has enabled us to be more responsive and efficient in our call handling, while providing a smoother experience for our customers.
The integration process went very smoothly and professionally, thanks to the expertise and support of your team and that of NXO, which largely contributed to this success.
We are delighted with our collaboration and the results achieved.
The results of implementing the callbot are immediate!
Since going live in mid-December 2024 and in 2 and a half months:
✔ Over 4,000 calls received
✔ Over 95% of calls fully handled by the bot were redirected to the right service
✔ Average duration of conversations: 23s
✔ Total duration of calls handled by the bot: 27 h
I’m delighted with the implementation of our CallBot. It’s a great success for our company !
Thanks to dynamic collaboration and the commitment of an entire team, we achieved our objectives with impressive speed.
The efficiency of our processes enabled us to overcome challenges with a smile, creating a positive and motivating working atmosphere.
Many thanks to all for this rewarding adventure.
