THE CUSTOMER RELATIONSHIP EXPERT

Transcription

1 THE CUSTOMER RELATIONSHIP EXPERT Contact Joy SULITZER +33 (0)

2 ABOUT ACTICALL GROUP Acticall Group is an integrated services group specialized in Customer Relationship Management. With a turnover of $196 M in 2014, Acticall Group has 7,500 employees over 18 production sites (in France, Morocco, Brazil and Ivory Cost). Since 2009, CREADEV holds 55% of Acticall Group s capital. The other 45% are held by the founding chief executives of the Group. Some of our clients, from both the public and private sectors: American Express, BNP Paribas, Bouygues Telecom, Orange, Canal+, PMU, EDF, GDF SUEZ, Ministère de la Santé, voyages-sncf.com, Leroy Merlin, Nespresso, Gras Savoye Overall, more than 200 clients. The Acticall Group offer covers all the areas of Customer Relationship and includes 5 fields of expertise: Nearshore and offshore contact centers (20 production sites, of which 15 are located in France) with the Acticall Centres de Contacts subsidiary Customer Relationship Consulting firm with Extens Consulting Digital processing and Social Media, with the consulting agency The Social Client Training in Customer Relationship, with the Learning CRM subsidiary Innovative Customer Relationship IT Solutions with the Novagile subsidiary Structured around innovative solutions, both industrial and qualitative, the Group s positioning is based on three principles: a solid business expertise with a premium client approach, creative technological solutions and a strong social and qualitative engagement. Since 2005, Acticall has been certified both NF Service Customer Relationship (European standard NF EN ) and Label de Responsabilité Sociale (Social Responsibility Label). Furthermore, Acticall Group is a signatory, since 2011, of the United Nations Global Compact, a global voluntary initiative based on socially responsible firms assembling more than 12,000 participants in more than 145 countries.

3 ACTICALL GROUP HISTORY (1/2) 1994 Foundation of Acticall by the three current chief officers 2003 LBO operation and opening of the capital to two institutional partners: X-Ange (La Poste Group funds) and MBO Partenaires 2005 NF Service Relation Client certification 2006 (June) Acquisition of Vitalicom Label de Responsabilité Social (Social Responsibility Label) certification 2007 (March) Acquisition of Learning CRM corporation, training expert, whose CEO is Philippe RIVERON 2008 Learning CRM obtained the OPQF certification. Renewal of the Label de Responsabilité Social and NF Service Relation Client certifications 2009 The MBO and X-Ange shares were ceded to CREADEV (Mulliez Family), which represented 45% of Acticall Group s shares at the time. Renewal and expansion of the NF Service Relation Client certification to all of the Group s entities in France and Morocco Opening of 4 production sites (Toul, Saint Etienne, Blois, Casablanca) creating 600 jobs

4 ACTICALL GROUP HISTORY (2/2) 2010 Renewal and expansion to the new production sites of the certifications Creation of The Social Client subsidiary and its Digital-CRM service, which is entirely dedicated to digital Customer Relationship Management 2011 Opening of a second production site in Rouen (creation of a hub); transfer of activities from Pau Billière to Pau Cité Multimédia (new and second building) and from Villeneuve d Ascq to Wasquehal (new building) Acticall Group signs the United Nations Global Compact 2012 Launch of Acticall Group s international development Creation of Acticall Brazil (São Paulo) 2013 Creation of Acticall Côte d Ivoire (Abidjan) Creation of Extens Consulting, a new subsidiary specialized in Consulting 2014 The Social Client acquires Sociabliz, thus strengthening both its resources in engineering and multi-connected applications. Acquisition of a creation studio Creation of the Novagile subsidiary which offers innovative IT Solutions in Customer Relationship Management Creation of the position of national social coordinator 2015 Opening of a third production site in Rouen (France) Opening of a production site in Fez (Morocco) Opening of a second production site in Casablanca (Morocco) Opening of a second platform in Abidjan (Ivory Coast)

5 ACTICALL MANAGEMENT TEAM Laurent Uberti CEO Founding Partner A graduate from ESC Nice (SKEMA Business School), Laurent Uberti is also Vice- President of the AFRC (French Association of Customer Relationship) and Vice-President of the ALRS (Social Responsibility Label Association). Arnaud de Lacoste COO Founding Partner A graduate from ESC Nice (SKEMA Business School), Arnaud de Lacoste is Head of Business Development. Olivier Camino COO Founding Partner A graduate from ESC Nice (SKEMA Business School), Olivier Camino is Head of Operations. Elisabeth Destailleur Chief Administrative and Financial Officer Elisabeth Destailleur joined Acticall Group in March 2006, and is currently in charge of the Financial Department. Her scope of activities ranges from accounting, financial reporting, treasury management and legal affairs to general services. David Slaviero Chief Technology Officer David Slaviero joined Acticall in Since 2004, he has been Head of the Information Systems Department. This includes managing and monitoring the department's teams, project management, consulting, information system maintenance and evolution. Marc Dayries Human Resources Director Marc Dayries is the Human Resources Director of Acticall Group. He joined the Group in November The scope of his activities encompasses employee recruitment, the development of human resources, social relations, social management control, HR information systems and personnel administration. He is also the guarantor of the wage policy and the compliance with social legislations within the different subsidiaries of Acticall Group.

6 MULTILINGUAL PRODUTION SITES 20 PRODUCTION SITES in France, nearshore and offshore (Morocco, Côte d Ivoire and Brazil) 7,500 EMPLOYEES 80% permanent contracts

7 AN INTEGRATED SERVICES GROUP An integrated services group specialized in Customer Relationship, Acticall Group is structured around five subsidiaries, which cover the whole customer journey: Customer Relationship consulting and Digital-CRM, team trainings, customer knowledge, technological solutions and contact processing on both conventional and digital channels. According to your needs, our experts assist you in building tomorrow s customer experience.

8 Acticall Centres de Contacts is one of Acticall Group s five subsidiaries, specialized in multichannel Customer Relationship Management. Acticall Centres de Contacts assists companies in outsourcing their multichannel CRM platforms for inbound and outbound contacts: support and advice in defining and implementing Customer Relationship projects. Acticall Group s commitment is to add more values to final customers through placing the agent and customer relationship at the heart of our service in order to reinforce customer care excellence.

9 Managed by Emmanuel Richard, Acticall Group s consulting firm is a subsidiary which was created in October Extens Consulting is specialized in analysis, consulting, and tranforming customer journeys, with an additional delegation service for support and management functions. Driven by Customer Relationship issues, Emmanuel Richard has been providing corporate counseling and guidance for 15 years. Extens Consulting constantly invests in developing and expanding its fields of expertise and its human capital. Its consultants contribute to define Customer Relationship excellence, as well as to offer Augmented Customer Service and enhance Collaborative Experience.

10 Managed by Vanessa Boudin-Lestienne, The Social Client is Acticall Group s digital consulting agency which was created in The Social Client is currently one of the leading consulting agencies on the Social Marketing market. The agency relies on 40 experts in Digital-CRM, Web and Mobile Development, and Community Management Creation. Over 40 clients, including Numericable, LB POKER, Bouygues Telecom, Canal+, SFR, Orange, Virgin Mobile With the development of social networks and virtual communities, and the generalization of direct exchanges between clients and brands, be it about products or services, it becomes necessary to adopt and implement a satisfaction-generator conversational approach and a better understanding of customers needs. Vanessa Boudin-Lestienne, co-founder and Associate General Manager.

11 Learning CRM is a consulting and training company. Its fields of expertise include skills development and Customer Relationship Management. Founded in 2004 by Philippe Riveron and Nancy Cornollier, Learning CRM has been an Acticall Groups subsidiary since 2007 and the leading company on the French Market in Customer Relationship Management live and digital training. Learning CRM is organized in two branches: "Contact Center - CRM" and "Retail Networks and Distribution. The Learning CRM consultants and trainers have developed innovative training programs covering all the CRM universe, accessible through 9 training methods:

12 CERTIFICATION NF SERVICE Since 2005, Acticall has been granted the NF Service Relation Client (Customer Relationship) certification, covering all of its production sites in France and Morocco. This certification testifies of the quality standards of the services provided by our Customer Relationship contact centers. It has been granted by AFNOR Certification, following an in-depth audit of human resources, equipment, at both documentary and organizational levels, which are required to provide a service in accordance with high quality standards. Acticall implemented a policy conceived on a pragmatic, unifying, regulated and centralized quality approach by its internal Quality Service.

13 CERTIFICATION THE UNITED NATIONS GLOBAL COMPACT In line with the Label de Responsabilité Sociale (social responsibility label), Acticall wished to complement its engagement on social, environmental and ethical issues on the international stage. Acticall Group thus became a signatory of the United Nations Global Compact in Being a member of the United Nations Global Compact, which is a widely recognized label, enabled Acticall to assert its quality of socially responsible firm. Acticall Group is thus committed, through the UN Global Compact, to support and implement a set of 10 principles in 4 areas: - Human Rights - Labor Rights - Environment - Fight against corruption CHARTE DE LA DIVERSITÉ (DIVERSITY CHARTER) Acticall Group is a signatory of the Diversity Charter which prompts firms to guarantee the promotion of, and compliance with their employees diversity. In this perspective, Acticall is committed to fighting any kind of discrimination and implementing a diversity-friendly approach.

14 CONTACT Joy SULITZER +33 (0) Address: 50 52, Boulevard Haussmann PARIS FRANCE Standard : +33 (0) [email protected] Website: Acticall Group