- Cost savings
- Enhancement of preexisting assets
The customer is a consulting and insurance services company, operating in the loss adjustment sector. With offices in Milan and Northern Italy regions, the customer partners with the major national and international insurance firms, while managing more than 17.000 accidents yearly, thanks to its 50-expert team.
The customer needed to record phone calls, in compliance with users privacy, in order to train call center operators and increase customer satisfaction.
To that end, the customer entrusted a system integrator that linked the telephony system with Salesforce CRM and purchased cloud-hosted VoIP phones.
The solution proved to be unfulfilling:
– it didn’t record conversations, but just call logs;
– imposed a monthly fee of 4.000 euros;
– led to confusion among operators who dealt with two phone systems.
The customer therefore sent for TechLane, requiring us to find a solution for repurposing phones, build call distribution and recording logic and renovate the IT infrastructure in order to make it resilient, scalable and less expensive.
First of all, we retrieved a server – exceeding from the data center renovation – and repurposed it into a VoIP switchboard with FreePBX software. Once discarded the semi-digital phone devices, we reset the VoIP ones and assigned them to the new switchboard.
The second step has been addressing the need to implement a system logic for distributing and recording calls, in a user-friendly way.
To that end, we built an open source document management system which filed inbound and outbound calls in a structured manner, while converting them into a readable format (from UAV2 to mp3).
Finally, we added a CTI (Computer Telephony Integration) module which allowed the operator to visualize at a glance the coworkers status, in order to forward calls to those actually available. Waiting times have drastically reduced by that, increasing customer satisfaction considerably.
Moreover, the CTI module fulfilled two other strategic purposes: joint listening and one-on-one training, via whisper mode; reports and statistics production related to waiting times, calls length, and percentage of first-contact resolutions.
System redesign generated substantial cost savings, eliminating the € 4.000 monthly fee and maintenance intervention extras.
Server repurposing has been both a source of additional saving and enhancement of preexisting hardware.
The use of open source platforms addressed the need of service simplification and improvement, and also added valuable functionalities to the call center itself.