modernizing Case Study

Modernizing a Contact Center in Service of an Essential Social Mission

Key Improvements

Full Accessibility

Remote work now available

Centralized Management

Greater fluidity and speed in task assignment

Unified Coordination

Centralized dashboard for responders

SOS's vision: Optimize intervention

The existing phone system did not allow automated call distribution management in a context of significant demand increase, with calls rising from 25,000 to over 53,000.
The existing system offered limited flexibility and prevented remote work.
Rather than simply enduring a technical constraint, SOS Violence Conjugale's leadership saw an opportunity to improve their operations.

The Solution: A Human-centered modernization

Guiding Principle: Every call for help must receive a fast, empathetic, and effective response.

Progressive Deployment: System deployed in October 2024, followed by remote work access rollout.

Collaborative Approach: Paxyl's experts simplified technical concepts and guided the SOS team at every step, ensuring that technology adapts to the mission — not the other way around.

Results: A Mission Better Served

✓ Guaranteed accessibility: Every call is reliably handled through an advanced call distribution and management system.

✓ Optimized prioritization: A centralized visual interface enables rapid identification and processing of urgent cases, significantly reducing response times.

✓ Streamlined coordination: Automated and fair call distribution minimizes manual tasks, allowing responders to fully focus on supporting victims.

✓ Increased flexibility: Hybrid remote work models provide greater flexibility for staff and expand access to highly qualified professionals.

Testimonial

“Working with Paxyl allowed us to modernize our infrastructure while respecting the specific requirements of our mission. Their team took the time to understand our needs and guided us with remarkable patience. Today, we can better serve victims thanks to a solution that allows for more efficient call distribution.”

— Cassandra Jeanty, Assistant Executive Director

Conclusion

The transformation of SOS Violence Conjugale is the story of an organization that turned a technical constraint into a strategic opportunity.

By remaining in control of their vision and choosing a partner capable of understanding it, SOS not only modernized their tools but, more importantly, strengthened their capacity to fulfill their essential mission.

Discover how Paxyl can help you better serve your mission.