emoa Mutuelle
emoa Mutuelle modernises its communications and prepares for an enhanced customer experience with RingCentral
With RingCentral, we found a solution that perfectly meets our current needs while offering significant opportunities for growth. The transition to the cloud was quick and smooth, with no compromise on our functional requirements, and we are now ready to continue enhancing our member experience.
Florence
IT Systems Manager
About emoa Mutuelle
Founded over 85 years ago, emoa Mutuelle is a trusted health mutual insurance provider based in the Var region of France. With 85 employees spread across nine local agencies and its main administrative office, emoa is dedicated to serving the needs of its members—both individuals and businesses. As part of its mission to modernise and elevate its standards for customer satisfaction, emoa adopted RingCentral (RingCX and RingEX) to optimise internal operations and provide a more unified member experience.
INDUSTRY
Health mutual insurance
HQ
Var, France
YEAR FOUNDED
Over 85 years ago
EMPLOYEES
85
A digital transformation opportunity for a more flexible and connected future
emoa Mutuelle’s path to modernisation began with a strategic opportunity: the end of its contract with its previous technology provider. Conscious of the limitations of its outdated infrastructure, the organisation used this as a chance to rethink its communication tools entirely.
Our previous solution had reached its limits: it was old, complex, and far too rigid to respond to our needs, particularly regarding analytics and managing outbound call campaigns. This project allowed us to go further and explore new possibilities.
Audrey
Contact Centre Manager
With the expertise of its trusted long-term partner, ARTELCOM Grand Sud, emoa Mutuelle sought a modern and adaptable platform. RingCentral was chosen for its ability to meet current operational needs while offering a path for future advancements.
Why RingCentral?
emoa Mutuelle’s choice to go with RingCentral was based on clear and strategic priorities:
- A move to the cloud: Migrating to a cloud solution freed the organisation from the constraints of hardware and on-premises costs, while supporting scalability.
- Advanced features: While not yet implemented, the ability to manage social media accounts, emails, and outbound call campaigns were key functionalities offered by RingCentral.
- Easy integration with Teams: RingEX’s compatibility with Microsoft Teams enabled seamless communication for both administrative and telephony need.
- Outstanding support: Thanks to ARTELCOM Grand Sud’s involvement, emoa Mutuelle made a rapid transition—just two and a half months—ensuring no disruption to its day-to-day operations.
- A single unified solution: Combining RingCX for contact centre needs and RingEX for internal telephony simplifies processes and avoids the challenges of managing fragmented systems.
We were looking for a solution that was intuitive, flexible, and capable of integrating with a future CRM. RingCentral checked all those boxes, while allowing us to continue benefiting from the support of ARTELCOM Grand Sud, a partner who understands our reality. That was a key factor in our decision.
Florence
IT Systems Manager
A seamless migration and quick adoption
Despite the tight timeline of two and a half months, the deployment of RingCentral was a success for both contact centre agents and agency employees. Everyone benefited from a smooth deployment and targeted training to ensure immediate adoption.
The transition also enabled the centralisation of all communications (calls, messages) within a single platform, eliminating the need for physical equipment in offices and simplifying the daily workflows for employees—especially during member interactions.
What surprised us most was that everything worked perfectly from day one. This shows the robustness and simplicity of RingCentral.
Audrey
Contact Centre Manager
Immediate results and a strategy focused on the future
Even in its early stages, emoa Mutuelle is already seeing the benefits of its new solutions:
- Reduced abandonment rate: Thanks to the callback function, abandonment rates have drastically decreased, dropping from 10% to 5%, significantly improving the service quality.
- Streamlined internal processes: Automated reports from RingCentral now enable faster performance analysis, reducing time-consuming tasks for managers and enhancing access to key operational metrics.
- Improved telephony quality: Calls are more reliable and better managed, helping teams deliver clearer and more effective communication with members.
While emoa Mutuelle has yet to fully activate advanced features like outbound call campaigns or social media integration, the organisation remains confident in the solution’s potential to further strengthen member relationships. Outbound campaigns and CRM integrations are planned for 2025.
We’ve achieved the most important goal: equipping our teams with the tools they deserve, while keeping the door wide open for future innovations.
Florence
IT Systems Manager
A strong partnership and clear ambitions
emoa Mutuelle views RingCentral as a critical pillar supporting its long-term digital transformation. With plans to integrate a new CRM in 2025 and gradually roll out advanced features such as AI and multi-channel campaigns, the organisation is making strategic investments in its future.
The key roles played by ARTELCOM Grand Sud and the seamless collaboration with RingCentral were instrumental to the project’s success and remain central to the ongoing partnership. With a modernised infrastructure and a clear vision, emoa Mutuelle is ready to face future challenges while keeping customer experience at the heart of its strategy.