Calling time on customer experience barriers
FCT is a leading national service provider in real estate technology and title insurance, delivering advanced property intelligence that connects businesses to their customers. In 1991, they pioneered title insurance in the Canadian market and remain a leader in residential and commercial title insurance today. Over the years, they have grown to provide a vast range of data-driven products and services that span the real estate lifecycle.
A key differentiator for the company is a clearly defined customer experience (CX) strategy designed to make the process as easy as possible for their employees and customers. However, that wasn’t always the case.
With employees dispersed between three large centers in Oakville, Hamilton and Moncton as well as smaller satellite sites across the country, FCT decided they needed to make a move from their previous on-premises legacy system.
“We only had basic routing and weren’t able to integrate our voice and chat systems,” said Pat Smolak, Director Operations, Residential Solutions for FCT. “Agents would be hit with both types of interactions at the same time, which is not ideal; we want our agents to be able to focus one transaction at a time, providing that customer with the best possible service.”
Unrivalled agent and customer experiences
Like many organizations, FCT was already considering a cloud omnichannel approach and was well underway at the onset of the COVID-19 pandemic. A three-month phased deployment of Genesys Cloud CX ensured solid footing — beginning with meeting customer priorities.