Call center outside the CRM system? Possible, but not profitable
In 2010 Aegon Hungary decided to replace their old call management system of the sales center for a new one. The company was looking for a system with a predictive dialer that is manageable right from the HQ and can be integrated into the company’s CRM. As it was not possible with the former solution the company wasn’t able to track the leads coming from the calls of the agents. Also, Aegon was looking for a partner who can react quickly to specific, customized development needs and can add telecommunications services to the delivery.
Follow the leads, measure your KPIs
Aegon voted for Comnica CC. As a first step our colleagues mapped every single sales process at the company, evaluated their real-time call data pack and defined the most relevant KPIs. After that we built the programming interface for the call management system jointly with the CRM developers. Finally, following a short test period, we connected the call center with the CRM. The system was implemented on the company’s infrastructure on their own premises, installed on virtual servers. Setting up this totally customized service for Aegon took not more than 4 months including all the preparations and the development itself.
From that day, all the results of the outbound call campaigns appeared in Aegon’s CRM system in real-time. It was a huge step for them in following and monitoring leads.
Less churn, more contracts
Two years later Aegon decided to give Comnica a try with their client retention campaigns too. We had to provide support for their agents when making regular calls with existing customers. Almost 70 colleagues of some 24 agencies have been working for the company countywide that time. However, most of them were using obsolete tools, some of them paper and pencil, to record customer interactions and manage database.
For these retention campaigns we delivered a highly automated, reliable system that enables Aegon to load up campaign database and scripts right from the HQ. It also could run real-time monitoring and simplify the checking of call results. To evaluate multi-dimensional customer data, we developed an easy-to-use interface enhanced with deep-dive analytics. This tool also provided transparent charts and detailed reports to advise the management.
With the client retention campaigns supported by Comnica CC, Aegon could not only reduce the churn substantially, but also clear the ground for upsell activities and closing new contracts with the existing clients.
Customer service on mobile with GDPR compliance
GDPR coming into force in the spring Aegon had to revise most of their IT operations thoroughly. As our solution has all the functions being essential for the compliance, everything ran smooth in all domains of the company. Just as in case of the insurance brokers working on the field.
As we are talking about the most mobile „sales-squad” of the company, it was a clear objective to ensure them more freedom for the everyday work. As a recent development request, Aegon asked for a solution they can use to record and analyze all the customer interactions generated by the mobile agents. So, in the future they won’t be bound to their „workstations”, instead they can freely reach out to customers via smartphones, anytime, anywhere.
Supporting customer service since 2010
Aegon has been our client for 8 years now, using our solutions mainly to measure and improve their sales KPIs. Our technology gives reliable support for almost 300 customer service representatives in the central sales call center, in the outsourced centers, and in the company’s network now covering 24 agencies.
Learn more on Comnica CC here.