A market leading online betting company & bookmaker, this company, which boasts 3.2 million customers, operates in the betting segment, specialising in horse racing bets. Alongside racetracks and its 13,800 sales outlets, PMU also maintains a strong online presence: PMU.fr is one of the market leaders in online betting and offers horse racing, sports, and poker bets to roughly 500,000 customers.
Customer satisfaction is always a top priority for the teams at PMU – and it is imperative that the best possible customer service is provided across all available contact channels. In the world of betting, where customer relations represent a key emotional component and where there is a need to identify and prevent risky behaviours, customer service representatives at PMU strive to listen in a personalized and empathetic way to build a relationship of trust. This commitment to customer service represents a key pillar of corporate development and forms a crucial part of the strategy set by senior management.
On top of this, PMU has set itself the target of boosting growth by acquiring one million new customers and generating one billion euros of supplementary betting revenue. The customer service teams play a key role in this.
With a view to achieving these objectives, PMU launched a major initiative to modernize its network of sales outlets and its digital channels. PMU opted for a RingCentral solution, allowing its customer service department to manage all customer interactions, whether written or spoken, quickly and efficiently. Thanks to this solution, the teams concerned are leading the way when it comes to empathy, active listening, and continuous improvement.