How Pickup Halved Post-Call Processing Time Thanks to Modjo

“Modjo helps us save 30 to 40 seconds per call during post-call processing and has improved the quality of data in our CRM.”

Thierry Albertos, Network Performance Director, Pickup.

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The Context

Pickup, a subsidiary of the La Poste Group, is a key logistics player in last-mile delivery. The company operates more than 16,000 parcel shops and over 5,000 lockers across France, handling a high volume of inbound and outbound calls daily on critical topics such as parcel management, equipment, and services for retail partners.

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Optimizing Post-Call Processing: A Strategic Lever for Improving Productivity and Customer Experience at Pickup

Before Modjo, every call handled by an agent required a manually created ticket in Salesforce. The agent had to write a summary of the call, identify the topic discussed, provide context, and formulate a clear request for the relevant department.

With nearly 3,000 calls to process every day, this represented an enormous amount of data, making it difficult to ensure completeness and quality of follow-up.

“Modjo opens up possibilities we didn’t have before.”

Christophe Saccoccio, Customer Relations Director, Pickup

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Automating Summaries and Monitoring Quality at Scale: Modjo’s Solution

Pickup chose to integrate Modjo to automate transcription and centralize call data in the CRM. The tool generates summaries rich in context for each business case (e.g., parcel tracking, equipment, claims), allowing field teams to save valuable time.

“We went from a post-call processing time of 2 minutes down to 1 minute thanks to Modjo. The main goal was really to reduce that time by automating the summary entered in the CRM.”

Christian Randriamahefa, Methods & Processes Manager, Pickup

Beyond the operational gains, reducing post-call processing time has become a true driver of performance and customer satisfaction. By streamlining post-interaction processes, Pickup has been able to:

• Boost the responsiveness of its agents,
• Improve the quality of responses through greater availability,
• Reduce operational costs related to administrative tasks, and above all,
• Enhance the time dedicated to customer relationships.

“Even with new agents, post-call processing time clearly decreases. We’ve saved time without losing quality.”

Christian Randriamahefa, Methods & Processes Manager, Pickup

To sustain this performance improvement, Pickup also relies on Modjo’s automated analysis grids, which assess call quality reliably, quantitatively, and in real time. The ability to easily isolate certain call types makes it possible to quickly identify root causes of anomalies and implement targeted corrective actions, driving continuous improvement.

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Fast Implementation with Salesforce Integration

“On the project side, I want to highlight the efficiency of Modjo’s teams and the ease of integration with our Salesforce CRM. In fact, setting up the pilot required very little time from our IT teams. The post-launch support was also invaluable for adopting the tool, which is very easy to use and configure.”

Thierry Albertos, Network Performance Director, Pickup.

Thanks to Modjo, Pickup’s agents have increased their productivity by automating part of their administrative workload. Contact your Account Manager or request a Modjo demo to learn more.