Improving responsiveness: Morio declares a flight in real time thanks to Reecall
"Reecall is essential for us because it materializes our product. The wow effect is guaranteed when we show that real-time support will always be available to our customers."
Securing a fleet of electric bicycles with a virtual agent connected to the telephone system.
Ensuring the security of an object as coveted as an electric bicycle is not a simple mission. Morio has built its security service for fleet management companies on this demanding promise. By integrating a GPS tracker directly into the bike, Morio allows its customers to know in real time the movements of the bikes. Coupled with their insurance offer, this service allows to find a bike in more than 80% of the cases and this everywhere in Europe!
To ensure this level of performance, responsiveness is essential. As soon as an alert is registered, information must circulate as quickly as possible between the various stakeholders (user, manager, police) so that an intervention can be implemented quickly.
Jean Venet, Morio's CEO, founded his company with the vision that the democratization of the bicycle will be achieved through security and serenity of use, whether in the case of theft or technical assistance. To achieve this vision, technical components such as GPS trackers are essential, but an essential technological brick was missing to bridge the gap between the data emitted by the bike and the various structures involved in the intervention.
Multiply by 4 the speed of intervention
For Morio's teams, the priority can be summed up in one sentence: "secure the bicycle fleets".
Cyclists and insurers are unanimous on the subject, one of the big problems in the use of the bicycle is the question of theft and the answer is not over-protection but reactivity. This is a fairly common phenomenon in the field of security of physical goods, the race to protect the good leads to a race to over-equip thieves, investments are often disappointing in this area. The reactivity of intervention on the other hand allows to change things but the transmission of the data remains a keystone missing in most solutions.
Morio's challenge in revolutionizing bicycle protection is to reduce intervention time by a factor of 4 thanks to a centralized telephone entry point that can manage all requests. To accomplish this goal, the company needed a technology that could understand the natural language of callers and their intentions to quickly gather information and transfer it to all the key players in the recovery process.
To solve this problem, Morio used the Reecall virtual agent or callbot. This technology embeds a conversational artificial intelligence that allows to understand natural language. This new technology is on its way to transform the customer experience of callers because it allows for immediate reactivity and unequalled fluidity.
"The key is getting the right information to the right person. Our problem before reecall was that it took days for information to result in an intervention. Today it's a matter of an hour."
Leave no user on the side of the road
By providing a central point of contact with a telephone number displayed directly on the bike's key ring, Morio ensures that all users have their customer services accessible "in their pockets and without technological barriers". In the event of a claim, the caller is greeted by a virtual agent who will collect crucial information on the geolocation, the fleet to which the bike belongs and all the information necessary for an information. This conversation is done in natural language so the caller can use a level of communication comparable to that of a human using phrases such as "I'm calling you because my bike was stolen" or "my bike tire is flat, what should I do?" A simple conversation can thus trigger a whole series of scenarios allowing to obtain an immediate answer to the problem.
Thanks to Reecall Morio can offer 24/7 support to its customers and ensure a 100% quality score on all calls. The performance of the solution has also enabled it to win an important tender.
"Reecall is essential for us because it materializes our product. The wow effect is guaranteed when we show that real-time support will always be available to our customers."
Morio now secures nearly 8,000 electric bikes and continues its rapid growth to solve bike theft once and for all.
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