the customer relationship expert

THE CUSTOMER RELATIONSHIP EXPERT
Contact
Joy SULITZER
[email protected]
+33 (0)1 53 56 75 37
@JSulitzer
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 15 838) 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.
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
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)
ACTICALL MANAGEMENT TEAM
Laurent Uberti
CEO – Founding Partner
A graduate from ESC Nice (SKEMA Business School), Laurent Uberti is also VicePresident 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 2001. 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 2013. 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.
MULTILINGUAL PRODUTION SITES
20 PRODUCTION SITES
in France, nearshore and offshore
(Morocco, Côte d’Ivoire and Brazil)
7,500 EMPLOYEES
80% permanent contracts
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.
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.
Managed by Emmanuel Richard, Acticall Group’s consulting firm is a subsidiary which
was created in October 2013.
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.
Managed by Vanessa Boudin-Lestienne, The Social Client is Acticall Group’s digital
consulting agency which was created in 2010.
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.
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:
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.
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 2011.
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.
CONTACT
Joy SULITZER
+33 (0)1 53 56 75 37
[email protected]
@JSulitzer
Address:
50 – 52, Boulevard Haussmann
75009 PARIS
FRANCE
Standard : +33 (0)1 53 56 70 00
E-mail : [email protected]
Website:
Acticall Group
www.groupe-acticall.com/en