REGENT INSURANCE

INDUSTRY TYPE: INSURANCE CALL CENTRE

Regent Insurance is a company that offers a wide range of simple, customised and quality insurance products. The system that they had in place was only partly consolidated to their requirements. Regent needed a system that would completely consolidate their system.

Business Requirement

Create a system that consolidates all the information between the customer and the phone system, improving the customer experience and service quality, increasing customer retention.

Solution

For the call centre solution, Regent Insurance selected Microsoft Dynamics CRM and CRM Technologies to develop a customised system that would prompt agents with a dialog script, assist the agents manage their warranties and calculate the premiums and guide the agents to close the deal with an easy wrap up process. An email is automatically sent to the customer notifying them what cover has been put in place along with the required documents.

Result

Regent Insurance has a simplified policy management system in place which is fully integrated with their telephone system and customer relationship program, enabling them to effectively close more deals.