Since January 2010, Reno-Assistance has helped its residential and commercial customers free of charge with their renovation and construction projects. Through their process, an experienced renovation advisor learns about the project, answers the customer's questions, refers 360° Verified contractors (general or specialized), compares their quotes with them and even advises the customer in the case of a dispute with their contractor.
As Reno-Assistance was started after its founder had gone through several general and specialized contractors for his various projects, losing tens of thousands of dollars, the human side and proximity to the customer was a very important aspect the company wanted to offer.
Reno-Assistance wanted a solution where the customer and the advisor would not have the impression that a telephone separated them. The quality of the verbal communication was a crucial factor. As the company approached Ubity in its early stages and was growing rapidly, they also needed a flexible solution that could grow with them and that provided a service that appeared local without having to open offices in all four corners of the province.
With its IP telephony solution with HD Voice, Ubity offered the best sound quality possible for the future. Also, by offering local numbers from several major cities in Quebec, Reno-Assistance could appear closer to their customers.
As they have grown, contact center solutions have become increasingly useful and are now part of their daily lives.
Although Reno-Assistance does not like to see itself as a contact center, advocating the quality of customer interactions before call statistics, the dashboard displayed on the screens inside the offices allows them to see the availability of advisors in real time.
"Managers can therefore ensure that customer calls are answered promptly in order to fulfill our guaranteed response time of 60 seconds or less. Reports and statistics also ensure that advisors communicate efficiently with their clients and provide high-quality service."
Paul Andre Begin
Availability of numbers
Reno-Assistance has a local number for Greater Montreal customers, as well as a local number for customers in Toronto, Ottawa, Quebec City, Saguenay, Sherbrooke, Gatineau and Trois-Rivières. The company also has toll-free numbers with an initial
greeting in French or English depending on the region. In addition to customer numbers that allow faster access to renovation advisors, other B2B numbers are made available for companies interested in joining their network of certified contractors.
"By using a code, our advisors can specify the local number of their choice to appear on the customer's telephone display for incoming calls, which has allowed us to create a sense of closeness without having to open offices in every city."
Call recording is used to train and ensure that the company provides high quality service, while availability features enable the company to offer a guaranteed response from a human in less than 60 seconds.
"Ubity's tools allow us to listen in real time or offline, which helps facilitate training. Advisors sometimes ask us to re-listen to calls that have gone less well to understand what they could have done better - allowing continuous improvement"
Customer Experience Coach
We were among the first customers of Ubity and were able to see the company evolve with ours. Ubity has quickly become a partner in our growth.
Reno-Assistance has been named the best choice in its industry and has even been officially ‘Recommended by Protégez-Vous’ for the quality of their service. They have served more than 50,000 customers and helped with nearly half a billion dollars worth of renovation and construction projects since 2010.