We encountered a growing insurance claims processor who was also rapidly building a portfolio of insurance products, who were in crisis mode; their growth was outpacing their ability to service customers. To try and improve service, they kept moving service from one CCaaS (contact center as a service) company to another. Doing so resulted in chaos with their customer service numbers. While it’s easy for you and me to move our mobile number from one provider to another, it’s another matter to transfer a business number from one company to another. To make matters worse, integration of their legacy AS400 system proved difficult, making IVR automation all but impossible. And if that wasn’t enough, their ad-hoc solution for retaining call recordings for 12 years was breaking down.
First things first, we took over the management of their main phone numbers. We controlled the call routing to the appropriate contact centers. And as a RespOrg (responsible organization), we’re able to quickly create and assign new phone numbers for their growing portfolio.
Next, we addressed their issues with the AS400 and the lack of a modern interface for integration. We were able to build an interface that could securely extract customer information in real-time. This interface laid the foundation for building out IVR automation.
With the AS400 integration in place, we added a layer of IVR automation in front of the contact centers. Callers are now able to file insurance claims, check on the status of claims, and manage the entire life cycle of a claim without involving live agents.
And finally, we built out a new cloud solution for storing call recordings, with a full dashboard that allowed rapid access to any call in the database.
The results were business transforming. With a significant layer of automation, agent load and contact center expenses decreased dramatically. With functional AS400 integration, we were able to help them push back a considerable capital expense. But most significantly, we opened up their customer service operations to enable it to scale with their growth plans.
We listened and alleviated several points of pain that both dramatically improved customer experiences while decreasing capital expenses.