How Vidata’s Tailored Video Solutions Enhanced Clarity, Reduced Call Volumes, and Streamlined Dependency Claim Processes

Groupama Loire Bretagne sought Vidata’s help to resolve several client journey issues related to dependency recognition requests. Clients had difficulties understanding the required documents, leading to incomplete submissions and a high volume of customer service calls, which caused delays and general dissatisfaction.

Vidata created a personalized 1-minute 51-second video sent to Groupama clients. This video clearly explains the necessary documents (medical certificate, declaration of loss of autonomy, AGGIR grid, etc.), the importance of complete submission, and the different possible outcomes after file review.

1. Clarity and Understanding: Clients better understand the requirements, reducing submission errors.
2. Reduced Calls: Fewer calls to customer service due to better initial information.
3. Customer Satisfaction: Clearer and more reassuring communication improves customer satisfaction.
4. Operational Efficiency: Files are complete upon first submission, speeding up processing.
5. Personalized Support: Clients know whom to contact with questions, with the case manager’s name provided.

Vidata’s solution enabled Groupama Loire Bretagne to relieve its customer service, improve customer satisfaction, and optimize the processing of dependency requests, demonstrating the effectiveness of personalized videos in managing customer relationships.