One workspace instead of five logins
A unified cloud workspace for an insurer’s call centre, bringing policy information into one place during the call rather than after it.
01 — The challenge
Where it started.
Agents could not get at real-time policy information for existing customers, and most complaints were not resolved on the first call.
Answering one question meant logging into several systems, which is time the customer spends waiting.
02 — What we built
The work itself.
One place to answer from. A centralised cloud workspace replacing the set of systems an agent had been opening in turn.
The systems behind it, joined. Policy and customer data brought together so the agent reads it rather than assembles it.
Built for the first call. Capability aimed at resolving the complaint while the customer is still on the line.
03 — Results
What the client has now.
Policy information available to the agent during the call. More complaints closed on first contact rather than passed on. The log-in-to-several-systems step taken out of the agent’s path.
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