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Majorel One Mind: Global innovation program

Majorel is a global leader in customer experience outsourcing. They chose Agorize as their innovation management tool to crowdsource, develop and implement solutions that help them better serve their clients. Discover how they achieved results and ROI in a matter of months.

idea management story of Majorel

Executive summary

Majorel, the leader in customer relationship outsourcing, operates on behalf of the largest international brands. To continue delivering services that meet increasingly high client expectations, they sought out a proactive innovation partner to improve their business processes.

Key to Majorel’s continuous improvement efforts is the efficient collection of improvement proposals from customer-facing contact center agents so that Majorel can evaluate their effectiveness and deploy them as quickly as possible.

Majorel's objectives

  • Simplify the innovation process.
  • Engage all employees and ecosystems in the creation of value.
  • Ensure the continuous sharing of ideas and innovative solutions within the group, via a single, easy-to-access, and high-performance platform.
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Majorel in a nutshell

Majorel is a global leader in customer relationship management with more than 75,000 employees serving 300 million consumers worldwide. They design and implement personalized customer experiences for some of the largest  corporates.

Outsourcing customer relations means clients entrust Majorel with all or part of their customer interaction. In a context where ensuring an optimal customer experience is imperative, Cx management is, therefore, a key element and the choice of an outsourcing partner is all the more strategic. More than 400 global clients chose Majorel for their ability to ensure best satisfaction rates in the shortest time possible, while closely monitoring the quality of proposed customer paths.

These achievements imply a continuous search for innovative solutions that Majorel can propose, co create or implement for their clients. Using an innovation management platform has been an obvious choice for this industry leader.

Agorize's innovation management solution

Agorize’s SaaS solution was implemented at Majorel in just two months, thanks to our dynamic and structured collaboration. Their innovation teams appreciated the flexibility and speed of execution by Agorize.

Because of the simplified user experience and engaging platform features, Majorel measured a rapid adoption of the Agorize platform by more than 80% of the employees addressed, as soon as the first challenges were launched.

The impact on the employee experience is also a key point: at Majorel, the OneMind innovation program in place is oriented as much on innovation as on the innovator. Indeed, the platform also reinforces the strategy of enhancing the internal experience – the Voice of the Employee. It offers a seamless access to the group’s employees to an efficient way of reporting the pain points encountered, the associated opportunities and to propose solutions. These are then evaluated and tested in practice with a view to full-scale implementation.

More than 300 innovative ideas have been proposed by employees and a dozen have already been implemented, in just one client activity, in the first quarter of 2022.

Majorel's innovation methodology with Agorize

Majorel ideation process

The employees of the Majorel Group are able to propose innovative ideas for the benefit of the brands they work for while improving their working environment.

Having clear milestones for the ideation process allows you to better implement solutions and measure the results and ROI:

  1. Employees propose their ideas.
  2. The ideas are visible to all employees who can support them through different channels on the platform (appreciation votes, team building, etc.).
  3. Evaluations are carried out as the ideas are submitted by the Majorel’s experts.
  4. The best ideas are presented to the different people involved for further study, a possible pilot or implementation.

The outcomes

A first ROI was measurable very quickly and continues to improve.

Several ideas are in development and for those already implemented, Majorel reports concrete results:

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– 50% in processing time
after improving tools and processes.
This allows employees to be mobilized on tasks with higher value for customers.

Agorize innovation for good

3x faster for skills transfer
to new recruits
after operational processes have been reviewed.

The use of the Agorize platform makes it possible to concretize the Majorel Group’s commitment to innovation. Agorize is a tool for detecting ideas, but also for revealing the best talents and getting them more engaged to retain them.

Beyond the contribution to operational efficiency, innovation has become a retention lever in this hyper-competitive sector.

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"The innovation process is simplified, transparent and dynamic, thanks - among other things - to a unique, user-friendly and efficient tool. Also, the collective co-construction model enabled by the platform supports a strong message to our teams and our customers."
Amina Bendahmane
Amina BENDAHMANE
Majorel Group - Head of Global Innovation

Engage your team in a continuous improvement dynamic.
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