Major Insurance Company deploys Call Center application in six weeks with OutSystems
The company needed to replace their existing CRM application that had been supporting the Call Center activity for the past year. The existing CRM package (a leading product in the market) had the following limitations:
Lack of performance in handling the growing number of incoming calls;
High cost to extend activities to backoffice departments – the new application needed to support communication between departments to fulfill requests initiated at the Call Center;
Lack of flexibility and ability to change - as a package the application was not easily customizable to address the evolving, specific needs of the insurance business;
Integration with existing systems (claims processing and policy management) was extremely difficult to do - users distrusted the data that was presented to them wince it was constantly outdated. A trusted, single view of customer data didn't exist;
The web interface was not tailored to the specific needs of insurance call agents - it was missing concrete processes and form handling, and it was too complex in other areas;
Deficient analytical data - operational data was encoded in the specific metadata format of the CRM package and too complex for 3rd party reporting systems to use.
The company developed a custom Call Center and Fulfillment system with OutSystems, in just 6 weeks. The application was targeted at 100 call center agents and 150 employees from different departments that support the backoffice follow-up process of more complex customer requests. To support the complete caller contact/response process, the system included the following features:
- Automatic inbound handling - When a phone call is received the application automatically pops-up so the operators can start registering the customer interaction. The application is integrated with the company’s Cisco ACD system;
- Contact identification and definition- simple to use form where the contact center agent classifies the contact (inbound or outbound call), its origin (e-mail, phone, fax, mobile, or other) and identifies the number where the call is coming from. The operator must also identify the calling entity: first its type (Customer, Supplier, Agent, Employee, Third Party, etc) and then a specific person from the database, creating a typified contact record. Depending on the contact nature, more data can be entered, like a claim ID, a policy number or even a supplier key;
- Contact automatic prioritization – SLAs are defined (in the back office) according to contacts’ type and reason, and the application automatically decides whether a call should be immediately answered, transferred or even if a task should be opened. It also fills the deadline date for resolution automatically;
- Intelligent customer routing – Based on the defined SLAs, calls are automatically transferred to the right person without any intervention from the operator. Likewise, notifications of new tasks are automatically sent to the responsible department. The operator no longer needs to look up a phone number or write an email to send a notification. The whole process just became faster and easier;
- Contact Management and Analytics – 84 types of contacts are catalogued and associated to a specific workflow and SLA. From new product simulations to claims or policy information, billing information or even agent related information and campaigns, the call center agent is able to efficiently address and answer all customer and partner agents calls;
- Profile Management – profiles and groups are managed through the backoffice allowing the tasks to be viewed and owned by a group of people. When a specific task is forwarded to a team, anyone belonging to the team can open the task and become its owner. At any time the task owner can forward it to another team member;
- Contact and Task monitoring – users can search on a list of all contacts and their related details (general data, comments, tasks and history). A progress bar is shown for all open data as well as the time remaining for closing a particular task;
- Portal Integration - data collected by the contact center is available to all applications under a portal, allowing any employee to check, for example, the entire contacts’ history for a specific insurance policy;
- Real time Integration with existing claims and policy systems;
- True analytics and flexible reporting capacity.
Accurate and complete collection of relevant contact data – the company has accurate contact data regarding reasons of contact, number of contacts, times of resolution meshed with the relevant insurance business data;
No more “on-the-side" tactical applications or spreadsheets. Critical, unforeseen demands from the Call Center are deployed, in some cases, in as little as 2 days;
High user satisfaction and adoption. The use of agile methodologies assured that users were deeply involved during the whole development process, and that the final system addressed their specific needs;
Integration with existing legacy systems was simplified and ensured that multiple customer's related data was accurate in all systems.
- Time-to-market - 6 weeks;
- 100% user adoption;
- 2 days to perform a critical change.
In-house IT team
IBM AS400 central systems; Cisco call manager; document management system
Call center agents; Backoffice employees
Contact Center; Task Manager
- Flexible, easy-to-change and adaptable to the way the company works;
- Ability to support a customized process workflow with great performance;
- Very fast to change, with new features implemented in 2 days;
- User-friendliness to end users;
- Good performance on integration with existing legacy systems.
- Leading CRM Solution. After 1 year of use the company decided they needed an alternative since it was a heavy application, not customizable, difficult to use, and difficult to integrate with central systems.