CarGarantie Courtage SARL, French subsidiary of CarGarantie, is a specialized B2B insurance broker and service provider dedicated to maximum quality. To sustainably ensure this quality in customer service, the company switched to Genesys Cloud CX.
With over 50 years of experience and around 200 million Euro premium income per year, as well as a market presence in 19 countries, CG Car-Garantie Versicherungs-AG (CarGarantie) is one of the leading specialist insurers of warranty and customer loyalty programs for new and used vehicles in Europe for the automotive brand trade. More than 40 manufacturers and importers and over 23,000 specialized branded car dealers trust in CarGarantie’s individualized warranty programs to add high service quality. As a reliable partner, CarGarantie focuses on stability and longevity.
CarGarantie Courtage customers benefit from immediate assistance
The company takes client concerns seriously from the first interaction. Household insurance policyholders are used to waiting several days for their claims to be approved. “Our goal, however, is to resolve any matter in minutes — a few hours at the most. We want to help car dealers immediately, not least because of the follow-up processes,” said Christoph Schuler, Head of Operations at CarGarantie Courtage SARL. “In case of a problem, the car dealership cannot afford to make the customer wait at the repair shop. Crucial questions regarding coverage or reimbursement amounts have to be answered by the garage on the spot.”
International service organization with advanced demands
To put this commitment into practice, CarGarantie Courtage needed a world-class contact center. This is especially true since CarGarantie Courtage operates in eight European markets with only seven agents. However, these agents have a very diverse skill set — speaking up to four languages and often covering multiple national markets. The agents leverage mechanics or engineering expertise to efficiently process customer requests that range from car dealer support to damage claims.
Several of these CarGarantie Courtage agents work from home. And once the current project is finalized, Schuler expects the number of remote employees to increase — with the total number of agents using Genesys Cloud CX rising tenfold to 70 or more.
The only platform to meet all requirements
Around 80% of customer requests reach CarGarantie Courtage via email, with the remainder submitted by phone. That’s why the company chose to invest in a high-performance omnichannel solution with the latest contact center technology. In this case, however, CarGarantie Courtage had an additional requirement to support contact routing processes that deviate from the classic skills-based model. The company uses group email accounts, which are handled by agents with the required language and technical skills. For each market, there are four accounts, dedicated to either claims management or customer service consolidated in the Operations department.
Although they shortlisted 12 technology providers, their final choice was clear.
“To support this mix of countries, languages and skills with a single solution — one that would also meet our performance requirements in email processing — was one of the biggest challenges in our search for a suitable contact center product,” said Schuler. “Only the Genesys solution was able to deliver exactly what we needed.”