How Mutuelle Intégrance transformed its Grant Process with Optimy

Challenge

Before opting for a digital solution, support requests involved heavy administrative formalities for beneficiaries. In a context where quality standards (ISO9001) required accelerated processing and simplified procedures for people with disabilities, and where the Mutuelle aimed to go paperless, the mutual made the choice to digitize and simplify its procedures. However, its initial attempt to develop an in-house solution for managing support requests proved time-consuming for the IT team. Therefore, the inclusion service issued a call for tenders to find a solution that would centralize and manage members' support requests.

Solution

The choice of Optimy was made because of its user-friendliness, speed, and intuitiveness, as well as its compliance with GDPR and data protection. Moreover, the multilingual customer service team is a real advantage. Today, by using Optimy, individual requests are centralized, synthesized, and presented monthly to a social aid committee composed of volunteers from the mutual's board of directors.

Results

The transition to a solution like Optimy has significantly saved time for the team responsible for submission, selection, and project monitoring. This is thanks to better centralization, greater customization capabilities, and facilitated collaboration processes. For example, Optimy's password system allows social workers to efficiently submit requests for people who are unable to do so independently. The customization options of the application form facilitate the management of support requests, the sorting process, and grouping. Features such as "custom statuses" or "document templates" allow better tracking of requests and automation of project summary management for review. Furthermore, the back-office administrative interface proves invaluable in case of prolonged absences or retirements as it gathers all information related to support requests (submitted files, emails, summaries, etc.).

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