An Post Insurance Future-Proofs Customer Service
An Post Insurance replaced its on-premises contact centre with the Genesys Cloud CX platform.
At a glance
- Customer: An Post Insurance
- Industry: Insurance
- Location: Ireland
- Challenge: An on-premises contact centre solution resulted in increasing costs and operational inefficiencies
- Solution: Deploy the Genesys Cloud CX platform
An Post Insurance is an insurance intermediary provider in Ireland, offering a range of services, including car, home, funeral, travel and pet insurance. As a subsidiary of An Post, the national postal service, it aims to provide competitive rates and comprehensive coverage to its customers. The organisation is known for high standards of customer service and user-friendly self-service options, allowing customers to manage renewal payments online.
Challenge
The incumbent contact centre system was becoming dated and difficult to maintain. The platform was voice-only and required constant upgrades, resulting in high costs and operational inefficiencies. The system's siloed information across disparate channels made reporting disjointed and hindered the overall customer experience.
• Siloed Systems: Disparate systems for separate channels led to inefficiencies.
• High Costs: Upgrades and new channel developments were costly and difficult to implement.
• Complex Upgrades: Frequent, resource-intensive updates were required for the on-prem infrastructure. With only a small in-house IT team, this was a significant draw on resources.
• Operational Inefficiencies: Multiple logins and manual processes were inefficient and time-consuming.
Overall, An Post Insurance needed a modern, unified platform with new functionality to enhance operational efficiency and replace its outdated system.
Solution
An Post Insurance selected DigitalWell for our deep expertise in the insurance sector and our ability to tailor the solution to the realities of broker operations in Ireland. Crucially, DigitalWell was the only partner with proven integration capability with their core quoting platform used by Irish insurance brokers — and Genesys Cloud CX.
The new system was designed to provide the following for 120 agents and 30 back office workers:
• Omnichannel Capabilities: Integration of web messaging, text messaging, email, and webchat.
• Unified Contact Centre Platform: Consolidated reporting and single sign-on for all users.
• Enhanced DR: Robust disaster recovery solutions.
• Dynamic Licensing: Easy scalability and dynamic licensing to meet business needs.
DigitalWell's team worked closely with An Post Insurance to redesign call flows and streamline agent interfaces. The implementation included tailored reporting and workforce management tools, significantly enhancing operational efficiency.
Outcome
The collaboration between An Post Insurance and DigitalWell resulted in a successful migration to the Genesys Cloud CX platform.
• Improved Customer Experience: Reduced wait times and enhanced service delivery.
• Operational Efficiency: Significant improvements in agent productivity, with integration of customer emails along with voice on the same system leading to better workload management.
• Scalability and Flexibility: The platform's scalability and dynamic licensing allowed for seamless growth and adaptation to business needs.
Once the platform was up and running, deploying new features proved relatively straightforward and intuitive. While easy to scale, the organisation no longer needs to undertake costly upgrade projects that require significant resources and disrupt operations.
“Migrating our telephony infrastructure to a cloud-based solution has been a transformative step forward for our business, enhancing scalability, improving call quality, and giving our teams the flexibility to connect and collaborate from anywhere. DigitalWell has been a trusted and reliable partner, guiding us through this complex journey successfully.”
Kelan O’Connor
CIO