From strenuous to smooth:
How a global financial services and insurance provider streamlined their contact center operations to improve customer service
The challenge
A global financial services and insurance provider wanted to streamline its contact center process to provide a consistent and timely customer experience and decrease call handle times. The current process involved too many applications, forcing customer service representatives to juggle multiple systems. This resulted in unresolved customer issues and longer call times. And, when COVID-19 hit, the insurance provider’s call volume tripled, resulting in an immediate need for a solution that would enable customer service agents to provide accurate and timely resolution to pandemic-related inquiries.
The solution
Daylight’s platform transformed the disjointed call management process into a streamlined customer experience that only required the customer service agents to use a single application. Instead of working with a myriad of manual processes, all of the customer’s critical information was always at the agents’ fingertips, so they could focus on providing accurate and timely responses.
Daylight enabled the call center to:
Deploy a solution that would typically take 1-2 years, in just three months.
Transform their disjointed process that required seven applications into a unified experience.
Reduce training time for customer service agents in three separate locations from six weeks to just one week.
Pivot quickly and adapt to the COVID-19 pandemic.