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A woman is taking notes while on a mobile call

How emoa Mutuelle modernizes the insurance member experience

emoa Mutuelle logo
Region
Europe
Company size
20–99
Industry
Financial Services
Products used
Customer Experience logo
Business Communications logo
Open Platform logo
Key integrations
Microsoft Teams logo
KEY METRICS
50%
decrease in call abandonment rate
using RingCX
9
local agencies now connected through a unified
communications platform

Overview

emoa Mutuelle faced growing friction from an aging, rigid telephony infrastructure that hindered member communication and lacked actionable analytics. By migrating to RingCentral’s cloud platform, powered by RingCX and RingEX, the provider successfully halved its call abandonment rate and unified its internal teams through a seamless Microsoft Teams integration available in the RingCentral App Gallery. This digital evolution ensures the organization is prepared for upcoming CRM integrations and AI-driven member support.
With RingCX and RingEX, we’ve achieved our most important goal: equipping our teams with the tools they deserve, while keeping the door wide open for future innovations.
Florence
, 
IT Systems Manager

About our customer

emoa Mutuelle, based in the Var region of France, has served as a trusted health insurance provider for over 85 years. With 85 employees across nine agencies, the organization is dedicated to protecting the health of both individual members and business clients.

The challenge: Rigid systems and analytical blind spots

The financial-services company had been growing increasingly frustrated with the deep limitations of its outdated, on-premises infrastructure. Managing member inquiries became increasingly difficult because the existing tools were too complex and inflexible to adapt to modern insurance needs. As the legacy telephony system’s contract neared expiration, the organization took the opportunity to investigate more modern, flexible communications solutions on the market, particularly those that could easily integrate with the company’s CRM and other workflow applications.
 
  • Lack of visibility: Managers struggled with a total absence of deep analytics, making it nearly impossible to track contact center performance effectively.
  • Operational friction: The previous system was far too rigid to support outbound call campaigns or scale with the company's growth.
  • Hardware constraints: On-premises equipment created physical barriers and high maintenance costs that slowed down daily workflows.

The solution and ROI: A unified cloud communications environment

To resolve the obstacles created by legacy hardware, emoa Mutuelle turned to long-term, trusted technology partner ARTELCOM Grand Sud for guidance. ARTELCOM recommended the company move to a comprehensive cloud-first environment powered by RingEX for its business communications and RingCX to overhaul its contact center operation. By substituting fragmented tools with a centralized digital hub, they refine their service standards and gain total clarity over their operational data.
 
  • RingCX cuts the call abandonment rate by half, from 10% to 5%, by utilizing the smart callback function to reconnect with members.
  • RingEX delivers superior telephone quality and reliability, allowing teams to provide clearer and more professional assistance to policyholders.
  • The RingCentral App Gallery’s Microsoft Teams integration creates a harmonious internal environment, enabling administrative staff to use RingEX features directly within their existing Teams workflow.
RingCX dashboard with ongoing call rendition.

What’s next for emoa Mutuelle

The organization is entering a new phase of digital maturity with plans to leverage RingCentral’s Open Platform to integrate their communication platform with a new CRM in 2025. This evolution will include the rollout of advanced AI features and multi-channel campaigns to further personalize the member journey. By embracing these innovations, emoa Mutuelle ensures that its 85-year history of local trust is carried forward by the most sophisticated technology available.
To learn more about our customer, visit emoa Mutuelle.

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