IDEA’s Very Own Lightbulb Moment – Switching to 3CX

IDEA is a collection of agents across a large, geographic spread. Many were using their own phone systems. As a result, there were varying degrees of usable features and connectivity with other colleagues in different agencies was inconsistent. Therefore, the decision was made to pool the company’s resources into one, centralized system allowing all team members to collaborate more easily and efficiently.

The Challenge

With the old system, IDEA inter-agency collaboration was challenging as each agency was run, more or less independently of each other.

Being able to see presence for all members was a crucial feature that Guillaume Brugirard from IDEA wanted to integrate into the new system. This way, an agent in Montpellier could see that a member in Annecy was available to jump on a call with a customer, alleviating call volume for their office.

3CX Offers a Solution

Cutting monthly costs down from €250 / month was also a consideration for the new system. Guillaume did his homework. He compared three separate providers to see the best solution for IDEA. In the end, it was the personal touch that 3CX provided, along with our partner Synaps Informatique, that won over the IDEA team.

Guillaume Brugirard explained that the main feature putting 3CX to the top of their list was the quality of their commercial relations. 3CX and Synaps Telecom were so helpful during the initial period, providing comprehensive information on how their solution could benefit IDEA. They also assured them that their installation would have IDEA’s new system up and running in no time. For IDEA this personal touch was a very important reflection of what they do for their own customers. It’s something they look for in their providers too.

idea auto claims

“The way things had been running previously meant that each of our agencies acted independently and were not able to help each other. I needed to find something that could link the offices and bring us together as one integrated group.”

Guillaume Brugirard, IDEA

The Results

After the installation, IDEA noticed a significant increase in customer satisfaction as the entire IDEA team can now work together increasing the productivity of the whole organization. Their system is now in the cloud and managed by Synaps Informatique, so there are no maintenance headaches as there were before. The team can get back to the important work of helping customers with their automotive claims.

The Customer

idea expertises logo

IDEA is a collective of automotive experts across southeastern France. With the predominant role of intervening in auto claims with insurance companies, the IDEA team has been advocating common principles of quality, exchange, and human values since their inception in 2013. Their current workforce is over 200 strong and spread across the region. However, a large portion of the team are based in their headquarters in Cagnes sur Mer, just outside Nice.