Aioi Nissay Dowa Insurance Company Australia (ADICA) provides end-to-end insurance solutions for motor vehicles. With operations in Gippsland and Melbourne, ADICA employs around 120 staff at its customer contact centres. The insurance provider aspires to be a unique company with a distinctive character where customers are treated as if they were guests, with sincerity, authenticity and attention to detail. The company embarked on a journey to upgrade its contact centre platform to meet this global vision.
The insurer’s decision to move from an on-premises contact centre solution to the Telstra Contact Centre Genesys Cloud™ platform was motivated by the organization’s goal to provide seamless experiences for customers across multiple channels. Leveraging a platform that supports omnichannel engagement from voice, chat, email and potentially social media — all on a single platform — proved to be the right solution for ADICA to take employee and customer satisfaction to new levels.
“Telstra Contact Centre Genesys Cloud has only been live for three months since the implementation in December 2019, and the team has already experienced significant improvements in operational efficiency, staff efficiency and customer experience,” said Sheridan Francis, Manager, Regional Operations Centre at ADICA.
Driving performance improvements and employee engagement
A major area of concern for ADICA was how to effectively balance agent resources with changing customer call volumes. The previous process used Excel spreadsheets for workforce scheduling that were not integrated with the rest of the on-premises contact centre system.
Implementing the Telstra Contact Centre Genesys Cloud platform has helped eliminate work silos, allowing for greater harmony between the needs of the contact centre and staff scheduling. The solution has not only helped promote staff accountability, but it has also provided managers with better visibility over operations so they can optimise team structures across various functions.
“Since implementing the new platform, some natural attrition did not affect the service levels, as we are working so much more efficiently with clear occupancy data,” said Francis. “With the workforce management capability, occupancy rates have balanced out, because it gives us visibility of where the excess resources are and the ability to move this additional resource to other functions.”