HELPING BUSINESSES IMPROVE CUSTOMER EXPERIENCE WITH A 24/7 QUALITY MONITORING PLATFORM

Did you know that people are likely to spend 140% more with a brand if they had a positive customer experience as opposed to a negative one?

Making a positive customer experience possible, every time, is the goal of any good frontline employee. However, because the expectations and needs of customers are continually changing, it can be a challenge for these employees to know how and where to improve their service. Enter Hubicus, a quality monitoring software used by companies all over the world to monitor their customer interactions and improve the quality of their customer experience.

Founded in 2007 from a merger between Viseo Conseil and Telemetris, Hubicus is a wholly owned subsidiary of the BVA Group. In France, it is a leader in quality monitoring and considered a benchmark solution in the market. The company’s multilingual software as a service solution is used by medium and large companies in the energy, transport, retail, insurance, luxury goods, and banking industries. It helps them to achieve operational excellence in customer support, whether that’s by phone, email, chat, or social media communication.

More than 30,000 professionals use Hubicus on a daily basis. The solution, accessible via a web browser, is fully customizable so that companies can assign varying scopes of visibility for users according to their role. Customer services supervisors, for example, are able to listen to call center recordings to monitor the performance of team members and provide feedback and training where needed. Call center professionals can use the platform to access constructive feedback and learn how they can improve in their roles. Meanwhile, more senior managers can use the software to gain insights on the peer-to-peer dynamics of their company and on the quality of the experience that the company is in turn providing to its customers. 

Enabling all of this is a technical team of 15 at Hubicus, who develop the software that gathers and analyzes the information. “Our aim is to go beyond delivering a working software, to develop more and better features, deploy them quicker, and ease integration within our clients’ information systems,” says Pierre-Henry Langlois, CTO at Hubicus. “Banking companies and retailers don’t position themselves in the same way to their customers and therefore don’t use the same criteria to evaluate their customer services. So, it’s important for us to continually add value to our platform that our customers can leverage and to give them autonomy to customize our solution to use it however works best for them,” he explains.

Just as the web-based solution is customizable, so is the implementation process for each Hubicus customer. They have the option to have their data collated and stored on Hubicus’ infrastructure, to integrate the solution natively in their own data centers using APIs, or even to select and upload their data manually to be processed on the Hubicus software whenever they want.

For 13 years, the vision of enabling this service for more customers led Hubicus to scale vertically on different French hosting solution providers, from shared hosting plans to virtual private servers. But as it continued to attract more customers, the company gradually ran out of the resources needed to process the increasing amount of data. In December 2019, instead of moving its platform again to a bigger machine, Hubicus decided to look for a fully scalable and automatized solution that could support its long-term ambitions and decided on Google Cloud.

USING MANAGED SERVICES TO SAVE COSTS AND PUT THE FOCUS ON DEVELOPMENT

One thing is certain: By working with Google Cloud and leveraging its managed services, we can add value to our work at lower costs and bring ideas to market much faster than if we were working alone. We’re excited to continue innovating with Google Cloud.

— Pierre-Henry Langlois, CTO, Hubicus