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CASE STUDY: RETRAITES POPULAIRES

PRESENTATION

Retraites Populaires has been a Lausanne-based pension institution for over 100 years, active in individual pension provision (3rd pillar), occupational pension provision (2nd pillar), loans, real estate, rental and retirement support. With the launch of a web portal for its customers in 2020, the number and nature of support requests have changed dramatically, mixing policyholder queries with internal IT needs.

Historically, two in-house resources handled all calls, whether from employees or end-customers. The increasing complexity of digital services has made this model unsustainable, and highlighted the need to separate policyholder support from IT support for employees.

ANSAM - Retraite Populaires - Case studies

Issues & challenges

  • Adapt the support organization following the introduction of an online customer portal, with a sharp increase in digital interactions.
  • Distinguish clearly between professions: answering policyholders' questions does not require the same skills as handling IT incidents for in-house teams.
  • Relieve internal resources of operational management and support coordination, while maintaining a high level of service quality.
  • Guarantee local, responsive support, capable of understanding the specificities of the local context and the needs of end-customers.

SOLUTION

In 2022, Retraites Populaires launched a call for tenders to rethink its support system and chose ANSAM as its partner. ANSAM set up a structured response and follow-up system for employees, complemented by ongoing training and regular working sessions with Retraites Populaires teams.

Collaboration includes :

  • Support profiles selected for their technical skills and, where necessary, for their command of languages spoken by Retraites Populaires customers.

  • Complete management of resource tracking and coordination by a Service Delivery Manager, relieving Retraites Populaires of these operational aspects.

  • The presence of two dedicated people on site, supported by two trained replacements, to ensure continuity of service.

  • Monthly monitoring sessions to review activities, incidents and areas for improvement.

IMPACT

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Local IT support means you can intervene quickly if a member of staff is unavailable.

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In-house teams are relieved of operational support coordination and can concentrate on their core business.

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The quality of our support to employees and end customers improves thanks to the right, experienced profiles.

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Ongoing exchanges to provide support tailored to business expertise and customer needs.

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ANSAM's support for our IT support is essential, thanks to their proximity, their understanding of our needs and, above all, their experience in meeting the requirements we express to them.