Success story
Challenges in multichannel Contact Center management In an insurance company
Sector:
Insurance company
Applied technology
Implementation of a unified and centralized omnichannel care model.
Strategic impact:
The change in customer support was immediate, improving service control and efficiency, and generating new revenue opportunities.
Problem
Lack of integration and efficiency in multichannel management
This insurance company managed a large number of sales, claims, and customer service inquiries every day. The problem was that they arrived through many different channels, such as phone, email, chat, or digital platforms, and there wasn't truly integrated management. As a consequence, tracking became more complex, and service lost agility and efficiency.
Solution
The customer service model was redesigned to unify management
The company was facing a disconnection between their channels attention (voice, Email, WhatsApp), which affected the continuity of the customer experience. Additionally, it lacked integration, process automation, and customer context visibility, leading to operational complexity and limited oversight. All of this was exacerbated by the use of multiple tools and vendors, and the plaunch of a unified platform for hybrid teams.
Real risk Inefficiency, inconsistent experience, and lack of control over service quality.
IPVIP Diagnosis The complete customer service model was analyzed, identifying critical points that prevented the measurement, control, and optimization of the service.
- Analysis of operational processes by channel (voice, email, WhatsApp)
- Identifying bottlenecks in interaction management
- Omnichannel Customer Journey Evaluation
- Review of SLA Measurement Capability and Service Quality
- Analysis of the operation of equipment and tools used
What was implanted?
- Unification of all service channels into a single interface (voice, email, and WhatsApp): Centralized management of all interactions.
- Real-time control and monitoring model: Full visibility of service status, queues, interactions, and SLAs.
- Process automation using AI applied to operations: Reduction of manual tasks and process automation.
- Integration with Business Systems (Business Central and Power BI): Customer context and data exploitation
- Quality System and Continuous Interaction Analysis Automatic evaluation of agent service and performance.Web access for hybrid teams and external collaborators (WebRTC): Flexible and scalable operations.
Results
+60% en interacciones gestionadas gracias a la unificación de canales
Improved management of interactions through integrated channels.
Aumento del +18% en conversión comercial en los 3 primeros meses
Increase in commercial conversion through optimized processes.
Reduction in average operating time by more than 40%
Significant reduction in operating time through improved efficiency.
+30% in team productivity without increasing resources
Increased productivity without the need for more staff.
Does your organization have a management model prepared for Unify and optimize all customer interactions?
- We detected the friction points affecting customer service.
- We improve the tracking of sales, claims, and inquiries across your channels
- We offer a clear diagnosis to increase efficiency and improve service.
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