Corona Direct is a Belgian insurance company that’s fostered a track record for innovation, becoming the country’s first direct insurer in 1974.

The insurer started using Genesys technology for voice communications only. Enhancements followed, when Corona Direct introduced web callback and became the first company in Benelux to deploy Genesys intelligent Workload Distribution (iWD).

Intelligent iWD call routing allows Corona Direct to answer 80 percent of calls within 20 seconds, respond to 90 percent of all emails within 24 hours, and complete 71% of callbacks within three minutes.

This speed of response is a significant differentiator for the insurer, since it has discovered that speed of response is strongly related to lead conversion.

Benefits:

  • Completed 71% of callbacks in three minutes
  • Replied to 90% of all emails within 24 hours
  • Answered 80% of calls in 20 seconds

“The faster our communication with customers, the more our overall customer satisfaction improves. Genesys has undoubtedly contributed to that.”

Philippe Neyt
Chief Commercial Officer
Corona Direct

Challenges

  • Establish an omnichannel, digital organization
  • Cut response times
  • Improve customer satisfaction