Optimising and Professionalising a Customer Service Department in the Home‑Care Sector
In a sector where the quality of human relationships is essential, Onela, one of France’s leading home‑care providers, decided to strengthen the efficiency of its Network Relay Service (SRR). To achieve this, the company called on BlueLink’s expertise as part of an operational consulting mission.
Context
A dual objective: professionalisation and performance
Since 2006, Onela has supported more than 12,000 individuals living with dependency. Faced with a constantly evolving activity, the company sought to professionalise its assistance service while improving satisfaction among both clients and employees.
BlueLink was therefore asked to identify concrete, sustainable optimisation levers adapted to real‑world operational needs.
Shared findings
The analysis brought several areas for improvement to light:
Accessibility needed to be strengthened, with calls concentrated within critical time periods.
Operational processes were highly time‑consuming, placing significant pressure on teams.
Existing tools were available but under‑used, limiting real‑time performance management.
Service quality was driven by human commitment, but lacked structure and formalisation.
BlueLink’s approach to addressing these challenges
BlueLink implemented a comprehensive approach structured around three pillars:
Organisation: clarification of responsibilities, reduction of repetitive tasks, and improved resource planning.
Tools: recommendations to streamline communication and enhance tracking of requests.
Quality: structuring of processes, team support and skills development.
Benefits
Concrete and measurable outcomes
The recommendations made by BlueLink enabled Onela to identify several high‑potential transformation levers:
Improved service accessibility, thanks to more accurate resource planning, with a projected +43% increase in potential accessibility.
Reduced repeat calls, through enhanced quality of first‑contact handling, with an estimated –56% decrease in redundant calls.
Time savings on low‑value tasks, thanks to the simplification of certain internal processes.
Streamlined operational processes, through reorganised task allocation, elimination of redundancies and simplification of workflows for greater efficiency and clarity.
Sustainable structuring of the service, supported by the introduction of new tools and practices adapted to operational realities.
A co‑construction approach supporting performance
Beyond the results themselves, the mission stood out for its collaborative approach. Solutions were co‑developed with Onela’s teams, ensuring effective skills transfer and long‑term adoption of best practices.
Key figures
+ 43%
potential accessibility
– 56 %
estimated reduction in repeat calls