If P&C Insurance Company Ltd.(If) is a property and casualty insurance company with approximately 3.8 million customers in Sweden, Norway, Finland, Denmark, Estonia, Latvia, Lithuania and Russia. In 2013, the group had gross premiums written of SEK 39 billion and 6,830 employees. If P&C Insurance operates under a single brand offering a range of insurance solutions for retail and corporate customers.
A significant network of subsidiaries and partners allows Alexander Forbes to provide an outstanding level of service to customers internationally. Alexander Forbes customers include small, medium and large organisations, specialist groups and individuals. Alexander Forbes’ focus is fast, efficient local service by empowered people wherever they operate.
“Call listening is an essential part of our customer service performance improvement, and it is a daily task for me to check our service quality over the phone. Elevēo provides me easy navigation and access to phone calls, which require deeper investigation and analysis. It is built in a way that it is intuitive for any user and has everything necessary for actual call evaluation.”
Aleksandra Marcinkevičiene Customer Experience Manager If P&C Insurance Company
The case in detail
Target Install an updated call recording & quality management solution that is compatible with newer hardware requirements and can record and allow quality reviews for Skype for Business.
Primary results Before purchasing and installing the Elevēo Call Recording and Quality Management solution, If P&C Insurance utilized a call recording solution provided by a different vendor.
The version of this solution was very old and not compatible with new infrastructure that the company was installing to upgrade its network, so it had to be replaced. In addition, If P&C Insurance had started using Skype as a major communications platform which the previous vendor’s solution was unable to record.
If P&C Insurance purchased both the Call Recording product and the Quality Management and Survey solutions that Elevēo offer allowing for the recording and review of Skype for Business calls and installation on newer hardware without issue.
Secondary benefits They found that the Elevēo user interface was easier for their business users to learn and use. The addition of the Quality Management and Survey modules helped the contact center management team to analyze and improve the quality of calls and the customer experience, based on the fact that they were able to subject specific skill groups to targeted surveys of their customers and monitoring of their calls.
Analysis If P&C Insurance was able to replace the aging and inadequate solution with Elevēo call recording and quality management easily on the new hardware. The addition of new survey and review features helped them better meet quality and customer experience objectives.
Recommendation Elevēo Call Recording & Quality Management software installs easily in virtual, cloud or multi-server-based environments, contains robust voice of the customer survey features and fully supports Skype for business recording along with a host of other unified communication platforms. The omni channel capabilities allow for expansion into chat, email, text or other interaction types and will scale well as If P&C Insurance continues to grow and expand.