Siloed systems hindered agility
ConTe.it is the Italian brand of Admiral Group, the leading car insurer with over 11,000 people and 7 million customers in the UK, Spain, France and the US. In a fiercely competitive market, the company combines highly competitive insurance products with top-quality customer service.
Previously, operations ran on separate on-premises contact centre systems from Cisco, VICIdial and Asterisk. With the Cisco solution approaching end-of-support, ConTe.it needed a more agile and blended approach.
“We had all the drawbacks of siloed technology and work practices, and little scope for integrating systems and inbound and outbound teams,” said Francesco Del Gallo, Product Manager for ConTe.it. “We knew our customers were looking to engage through new channels, like chat and social media. So, it was important to get a unified solution with a proven omnichannel roadmap.”
A move to home working in two days
Having considered various offers, ConTe.it opted for the Genesys Cloud CX platform. The project quickly shifted to top of its priority list with Italy locking down after an early COVID-19 spike.
“We got the green light and moved smoothly to full home working in just two days,” said Del Gallo. “It was comparatively easy to integrate our Guidewire insurance platform with Genesys Cloud CX.”
The integration ensures that advisors always have instant access to the latest customer data so they can work much more productively when dealing with queries, creating new policies and processing claims.