Rapidly expanding insurance company improves productivity and service quality
Blue Insurance entered the market as a startup in 2003. Today, it works with clients internationally and is firmly established as the leading supplier of personal lines insurance in Ireland. With core niche markets close to saturation, the company sought to expand into areas like pet, gadget, marine, home, and motor insurance. They believed that a new world-class, future-proof contact center would power that growth.
Eleven helped develop the vision and create the right solution.
Shane Kinahan, Head of Contact Centre, Blue Insurance, said: “With us every step of the way, Eleven helped capture technical requirements and adjudicate the tender. Genesys Business Edition Cloud scored highest not only for inbound and outbound but also for our omnichannel future.”
We have much more control over service levels, for example, by being able to build our own routing rules and change key performance indicators for new products
Installed and managed by Eleven the Genesys Customer Experience Platform deployed in the cloud helps Blue Insurance offer a greater number of facilities with greater flexibility, including extended opening hours.
Reporting has improved, too, with the introduction of dashboard management. In addition, the fully hosted solution has radically changed the technology set-up, taking contact center control from the control of third-party suppliers.
Built on open standards, the Genesys platform integrates, straight out-of-the-box, with most leading CRM software. That capability helps Blue Insurance track every interaction and tightly orchestrate customer journeys. It also simplifies tasks and reduces advisor workloads by automatically transferring leads from outbound campaigns to the Salesforce CRM database.
In addition, the company benefits from insights revealed by Genesys Quality Management. “By closely observing and anticipating customer behaviors, we can intercept potential problems before they impact service quality,” Kinahan said. “That simply wasn’t possible before.”
The great thing is we can use our Genesys platform to design, monitor, and tune customer journeys for a more consistent experience.
Advisors now work more productively and are able to upsell and cross-sell more effectively. New recruits usually start by focusing on smaller products. As they build knowledge and expertise, they take on more complex varieties. Quickly adaptable IVR options steer traffic to the right skill sets. Service is more transparent. Customer can complete customer satisfaction surveys on the spot and they are shared through the Trustpilot online review community. The platform records calls to meet compliance requirements.
The company forecasts a 10% headcount saving using Genesys Workforce Optimisation tools. It will no longer have to hire as many staff to cover holidays and absences. Moving from an outsourced to a cloud-based model has also eliminated the need to maintain on-premises contact center infrastructure. This simplifies budgeting by replacing unpredictable capital expenditure with an easy-to-manage monthly operating cost.
As the business continues to expand over the next two years, the number of advisors is expected to rise from 40 to more than 200. Potential innovations include exploring speech analytics for detection of issues like compliance anomalies and agent training shortfalls.