Insurance services have a bustling market, and based on MNB's forecast, the performance of the sector may even double in the next 10 years. Comnica has long been ready for the second boom of the market by providing a call center solution especially designed for aiding the agents' work. One of our first clients was Aegon Zrt., they used our software which was called Calgo back then.
Call center outside CRM system? Possible, but not profitable
In 2010, the insurance company decided to replace their old call center solution with a new one. They had two reason for making that decision: they were unable to integrate their former solution with their own company CRM system, and they also had some issues with the predictive caller designed to quickly get in touch with the customers. Further problem was the inability of the provider to address their ad-hoc development needs.
Aegon was looking for a solution which integrates seamlessly with their CRM system, and also provides reliable functions. It was a specific requirement that the provider flexibly handle the future needs for custom development.
Followable leads, measurable KPIs
In March 2011, our first task was to develop a call engine for the CRM system, as a solution deployed in company HQ. The work began with mapping client connection processes, and it took only 3 months to complete, including the development of the customized solution. From that time on, the results of client acquisition actions by telephone appeared in Aegon CRM system, which was a huge step forward in following and monitoring leads.
Live from HQ
Aegon decided to give Calgo a try in their client retention campaigns as well. At that time, there were 26 agencies working for the company, but most of them used crude tools, some of them even used paper and pencils to manage their so-called client databases.
We had to deliver a system for their annual client retaining campaigns which is capable of reliably aiding the phone operators, and has all its processes automated. We developed a custom interface for monitoring the agencies, through which they were able to follow the operators' activities in real-time from Aegon HQ.
Fewer clients lost, more contracts signed
During the annual client retention calls, Aegon employees could also offer new services, which not only reduced the client loss, but also increased the company's revenue.
This is the 8th year that Aegon has been using our contact center solution for making inbound and outbound calls, managing telemarketing campaigns and measuring sales activities. Currently, we are serving 24 agencies and 68 operators.
Important notice! From now on, Calgo is called Comnica CC. Our Contact Center system is available as an out-of-the-box cloud based web solution. More details here.