In 2022, Campion was acquired by PIB Group, one of the UK’s fastest-growing insurance consolidators, triggering an ambitious expansion programme through further acquisitions of Irish insurance brokers. This growth ambition demanded a contact centre solution that could scale at pace and provide a broad set of features to allow Campion to quickly integrate acquired businesses into its operations.

They set in motion a rolling acquisition strategy that would see Campion absorb multiple Irish insurance brokers in rapid succession. For that ambition to succeed, Campion’s customer service infrastructure needed to be as scalable and flexible as the business strategy itself.

At the point of PIB Group’s acquisition, Campion operated a Cisco on-premise contact centre environment, with voice connectivity delivered via ISDN PRI circuits. While functional, this infrastructure imposed a series of hard limitations incompatible with the acquisition-led growth strategy now required of the business.

Infrastructure That Could Not Scale
On-premise contact centre systems require physical hardware to be procured, configured, and deployed at each location. Adding capacity or integrating a newly acquired broker’s team into Campion’s environment would have required hardware investment, installation lead times, and on-site engineering work at every new site. This model was not viable for a business planning to make multiple acquisitions in a short timeframe.

Voice Only - No Digital Channel Capability
The existing platform was voice-only. There was no capability to handle customer contacts via email, webchat, or any other digital channel. As customer expectations evolved and digital engagement became a baseline requirement in financial services, Campion had no path to meeting those expectations on its current infrastructure.

PCI Compliance Risk on Payment Calls
A significant volume of Campion’s inbound calls involves customers making premium payments over the phone. Under PCI DSS requirements, sensitive card data must be managed securely to prevent card details from appearing in system call recordings. The legacy Cisco environment lacked an automated mechanism to handle this, creating both a compliance risk and operational overhead for agents processing payments.

No Acquisition Playbook
With PIB Group’s acquisition programme set to accelerate, Campion had no standardised, repeatable process for integrating newly acquired brokers’ teams into their contact centre environment. Each integration would have been a bespoke, time-consuming exercise on the legacy platform - precisely the wrong model for a business moving at speed.

Carrier Cost Inefficiency
Campion’s legacy voice connectivity - built around ISDN PRI circuits - was generating monthly carrier costs in excess of €4,000 per month. There had been no recent market review of this spend, and there was a clear opportunity to achieve better value on voice connectivity as part of a broader infrastructure refresh.

The deployment of Genesys Cloud CX has delivered tangible and measurable outcomes for Campion Insurance across infrastructure, compliance, commercial efficiency, and strategic readiness.

• Unified cloud platform across all offices: All 13 Campion offices were migrated from fragmented on-premise solutions and legacy ISDN infrastructure onto a single Genesys Cloud environment. Agents across every location now operate on the same platform, with the same call flows and reporting framework.
  
  
• Acquisition-ready from day one: The platform was selected and designed specifically to support Campion’s acquisition-led growth strategy. Since 2022, Campion has acquired over 15 broker businesses, growing to over 450 agents on the platform today. The growth has required no hardware procurement, no on-site engineering, and no lengthy procurement cycle - just user provisioning on an existing cloud platform.
  
  
• PCI DSS compliance achieved on payment calls: DigitalWell’s bespoke Pause & Resume application ensures that card data is never captured in call recordings across all contact centre agents. This addressed a live compliance risk that existed in the legacy environment and removed manual process overhead from the agent workflow.
  
  
• Meaningful carrier cost reduction: Migration from ISDN to DigitalWell Direct SIP reduced Campion’s monthly carrier costs by approximately €3,000 per month while increasing channel capacity to better support customer contacts.
  
  
• Skill-based and location-aware routing: The IVR call flows and agent groups configured across the platform ensure that every inbound call is routed based on agent skills and, where possible, directed to the customer’s nearest local Campion office - preserving the personal, community-based service model that differentiates Campion in the Irish broker market.
  
  
• Management visibility and operational control: Campion’s management team now has real-time dashboards and historical analytics across their entire operation for the first time, enabling faster, more confident decisions about resourcing, call handling, and service quality across all offices.
  
  
• A platform built to grow: Campion’s initial deployment was deliberately focused - voice inbound and outbound, structured IVR, and robust recording and reporting. The Genesys Cloud platform on which this was built natively supports email, webchat, messaging, AI-powered bots, workforce engagement management, and advanced analytics. As Campion’s CX ambitions mature, the platform is ready to grow with them - without migration, replacement, or re-procurement.