ERGO in the Baltics is transforming insurance through simplicity and personalized experiences. With the Genesys Cloud™ platform, the company has enhanced omnichannel engagement and visibility into customer journeys, while boosting sales, claims and contact center operations. The result is stronger service delivery, improved sales performance, and increased capacity for ongoing developments.
CX and EX unified
across three Baltic contact centers
Multiple service tools
consolidated into one platform
Award-winning
customer experience
Insurance is often seen as a low-touch, transactional industry. Customers tend to buy a policy and only think about it when something goes wrong. Before reaching out to the contact center, they’re often already feeling stressed about an accident, loss or claim — all of which makes it difficult to increase customer satisfaction and loyalty.
ERGO in the Baltics intends to change that.
The company holds strong market positions in life, health, property, transport and casualty insurance. Its success is rooted in a commitment to customer centricity, sustainability and continuous experience innovation that simplifies processes designed to support long-term financial stability.
“Making insurance easier is the guiding principle that directs all our actions — putting customers first and ensuring our employees feel well supported and equipped to deliver the best experiences,” said Maarika All, Head of Contact Center, ERGO Estonia.
“Making insurance easier is the guiding principle that directs all our actions – putting customers first and ensuring our employees feel well supported and equipped to deliver the best experiences.”
Maarika All
Head of Contact Center, ERGO Estonia
Delivering on that promise daily, employees across Estonia, Latvia and Lithuania work together to serve both private and corporate customers. Today, the three Baltic contact centers operate as one collaborative team, regularly sharing customer insights, experience and best practices.
To support this collaboration, ERGO in the Baltics modernized its customer service environment, providing employees with a more unified and flexible way of working.
The company selected the Genesys Cloud™ platform to help enhance both customer and employee experience through omnichannel capabilities, intelligent routing, analytics and a scalable platform that supports future business development.
“We hit our business case targets from a cost and return on investment perspective.”
Silver Süld
Head of IT Service Desk, ERGO in the Baltics
Working closely with partner Adventus Solutions, ERGO in the Baltics completed a phased migration to Genesys Cloud while maintaining uninterrupted customer service.
“We hit our business case targets from a cost and return on investment perspective,” said Silver Süld, Head of IT Service Desk at ERGO in the Baltics. “The support from Adventus Solutions was invaluable. Their team brought innovative thinking and supported us throughout — from testing and training to communications, customization and integration.”
Employees now manage customer interactions across voice and digital channels through a single, intuitive interface. And by connecting Genesys Cloud with key business applications, employees have timely access to relevant customer information, enabling faster and more personalized service.
“When an employee answers a customer inquiry, they have the context they need to provide a more personalized experience, without customers having to repeat information they have already shared,” said Anda Savlenko, Head of Sales and Customer Service, ERGO Latvia.
“When an employee answers a customer inquiry, they have the context they need to provide a more personalized experience, without customers having to repeat information they have already shared.”
Anda Savlenko
Head of Sales and Customer Service department, ERGO Latvia
ERGO in the Baltics has significantly enhanced both customer and employee experience across all touchpoints, including its contact centers, branches, personal advisors, self-service channels, websites, and broker networks.
“We’ve strengthened our routing strategies and gained full visibility into customer journeys,” said Savlenko.
Digital communication channels have also expanded convenience for customers, making it easier to access support whenever and wherever it is needed. The organization is now better equipped to respond efficiently during periods of increased customer demand while maintaining consistent service quality.
Employees also have greater flexibility to adapt customer communications and service processes, enabling faster responses to changing business needs.
These achievements have contributed to ERGO in the Baltics earning 1st place in customer service in Estonia and Latvia, as well as 2nd place in Lithuania in the 2025 Baltic Insurance Market Secret Shopper Study conducted by the Dive Group.
Genesys Cloud is helping ERGO in the Baltics to improve both customer experience and business performance.
Managers and employees have streamlined access to operational insights and performance reporting, supporting better decision-making and helping teams respond more effectively to customer needs.
“Our teams have better visibility into their performance and can respond to customers more effectively, helping us improve both customer experience and business results,” said Kristina Baikauskiene, Head of Telesales, Group Life Insurance at ERGO Lithuania.
Improved accessibility and more efficient customer engagement reduce the risk of missed business opportunities while supporting sales and customer retention.
“Our teams have better visibility into their performance and can respond to customers more effectively, helping us improve both customer experience and business results.”
Kristina Baikauskiene
Head of Telesales, Group Life Insurance, ERGO Lithuania
The modernization of the customer service environment at ERGO in the Baltics has also simplified day-to-day technology management, allowing IT teams to spend less time on routine administration and more time supporting business innovation.
“New employees can be onboarded more efficiently, while ongoing platform management has become simpler and more flexible,” concluded Süld.
Looking ahead, ERGO in the Baltics plans to continue exploring opportunities to further enhance customer and employee experience through analytics, automation and AI-supported capabilities where they provide clear value.
To learn more about the solutions featured in this case study, visit www.genesys.com.
