Edenred

Delivers effective customer support with AloTech’s custom IVR solutions.

Edenred x AloTech: Transforming Customer Engagement with Custom IVR Solutions

Edenred, a leading digital payments and benefits platform, serves millions of users and thousands of partners worldwide. With innovative solutions for businesses, restaurants and corporate clients, it aims to make daily life easier for employees and users. With its broad ecosystem and a structure that serves different customer segments, Edenred operates in an environment where it is critical to offer solutions that are not only fast but also fully tailored to user needs. That is why providing an uninterrupted, segment-specific communication experience that enables accurate and effective engagement with every customer has been a priority for Edenred.

At AloTech, we partnered with Edenred to redefine its customer interactions. Our goal was, to maximize self-service usage rates and to enable agents to deliver fast, data-driven support managed from a single screen. This approach was a perfect fit for the agility needed in high-volume, dynamic operations.

What Did We Achieve Together?

Solutions for Every Need

Edenred’s customer base was strategically segmented to guarantee that every call is routed to the right place. This structure delivered maximum efficiency across the entire service ecosystem.

Edenred, through defined IVR structures, serves three main customer categories:

Merchant: Businesses and restaurants that accept Edenred services
Client (Corporate Customer): Companies that offer Edenred services to their employees
User (End User): Individual users of Edenred cards and services

Thanks to this segmentation, custom flows and support options were provided for each customer group, shortening handling times and meaningfully improving the customer experience.

Segmentation and Speed

AloTech successfully transformed this challenge for Edenred with advanced IVR solutions and full integration with critical business systems. The innovative solutions redefined operational efficiency and set a new standard for speed and quality in customer engagement.

The core IVR solutions implemented are:

IVR flows designed specifically for each customer segment (Merchant, Client, User)
Customer recognition and verification through web services
Information steps integrated with SMS
Single-screen management thanks to a strong Salesforce integration

This innovative structure made it possible to respond instantly to customer needs while lightening agents’ workload.

Operational Excellence with CRM Integration

Just as optimized processes speed up critical tasks, AloTech’s advanced CRM integration was central to fundamentally transforming agent performance and customer experience. With the Salesforce integration, all customer interactions can be managed from a single hub, and agents can give every customer personalized, fast and seamless support.

Gains from AloTech’s Salesforce Integration:

Single-Screen Management: Agents access all customer data from a single screen, eliminating the need to switch between systems. Instant access to customer history made support more effective.
Fast Ticket Management: Thanks to broad data access, customer issues are resolved much faster.
Segment-Based Customization: Custom solutions and flows were rolled out for each customer segment.

This integration gave agents fast access to information and made it possible to offer customers a seamless, trouble-free experience.

Measurable Success with AloTech

Segment-based IVRs and single-screen agent management delivered visible improvements in operational efficiency and customer satisfaction.

Performance Indicator	Gain	Context
Agent Efficiency	+45%	With single-screen management
Call Resolution Time	35% decrease	Compared with before the integration
Self-Service Usage	40% increase
Customer Satisfaction (CSAT)	25% improvement

These results show that AloTech’s technology- and strategy-driven approach made a tangible difference in operational efficiency and customer satisfaction.

Faster, Better Customer Satisfaction with AloTech

Through single-screen management and segment-based customization, AloTech sped up Edenred’s operational processes and significantly improved its customer experience. AloTech’s smart technology solutions reduced the load on operations teams while ensuring that every customer, whether a merchant or an end user, receives fast, accurate and personal service.

Instant Access to Full Customer History

AloTech’s integrated solutions did more than shorten handling times; they optimized agents’ workload, increased their efficiency and let them focus on more strategic tasks. The rise in self-service usage let customers solve their own issues quickly, reducing pressure on the call center. With single-screen management through the Salesforce integration, AloTech gave agents instant access to the full customer history, so customer questions were answered more accurately, quickly and effectively.

AloTech’s partnership with Edenred was not just a technology integration; it was a story of setting a new standard in customer engagement and achieving operational excellence. With this advanced system, Edenred increased customer satisfaction while achieving sustainable efficiency in its business processes.

Time and Energy Savings

High Customer Satisfaction

What Advantages Did We Bring to Edenred?

Operations management on a single screen
Real-time operations monitoring and intervention
Easy integration
24/7 technical support
Lighter workload for the operations team
Easy setup and practical use
Cost advantage with a pay-as-you-go model
Higher operational efficiency
Effective analysis with performance reporting
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