The automation project of the selling contact center of the VSK Insurance House based on the low-code platform BPMSoft, developed by the IT company LANIT Omni (part of the LANIT group), became the winner of the prestigious annual competition “Project of the Year” » in the category «Best low-code platform for business tasks.» The award is awarded by the Global CIO community of digital transformation leaders.
The introduction of a new CRM system allowed the insurance company to speed up policy issuance processes and improve customer experience. The migration to the new software was completed in six months. As a result, the jobs of more than 400 employees of the Active Contact Center and the Customer Service Department were automated.
Thanks to the new CRM system, the throughput of the contact center has significantly increased while maintaining high quality of service. Working in a single system, managers gained access to a detailed digital profile of the client, which ensured the most personalized interaction and processing of 99% of all incoming requests within two minutes. At the same time, the search and merging of duplicate information now occurs automatically. Also, the time to reach an operator was reduced to 20 seconds, and the number of missed calls was halved.
As part of the project, new channels of communication with the client with a high level of SLA were introduced: both through the popular instant messengers WhatsApp, Viber, Telegram, and in the VSK Insurance mobile application using a chat bot. Thanks to this, the customer journey was shortened and the level of satisfaction increased, which had a positive impact on both customer loyalty and the growth of additional sales of insurance products.
Maxim Kirsanov, Head of the Active Contact Center SAO VSK:“We are faced with the strategic task of creating prosperity for VSK clients. The BPMSoft platform is one of the tools for its implementation. We received powerful innovative technology for the competitive development of customer service and optimization of internal production processes. Employee productivity increased by more than 30%, and call processing time was reduced by 30 seconds. As a result, the level of customer satisfaction increased from 4 to 4.7 points on a five-point scale. We don’t stop there and continue to develop and improve VSK’s digital services.”
Vadim Sorokin, Director of Business Development at LANIT Omni: “The BPMSoft platform provides companies with an effective tool for adapting to dynamically changing market requirements and customer needs. The implementation of the project with the VSK Insurance House was not only a technological challenge for us, but also an opportunity to demonstrate how innovative software can transform the insurance industry.”
The award ceremony took place on January 31, 2024 in Moscow.
Material provided by LANIT
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