Insurance Industry

Oxon + Insurance Industry

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Insurance_case-study
AON_case-study
AON is a leading global professional services firm providing a broad range of risk, retirement and health solutions.
200 employees
50 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

300000
per month

Customers

150
per agent per day

Calls

105
per day

Emails

45
per day

Problems

The firm was faced with the following problems and challenges.
AON needed modern CRM because of the following problems:
Hard to work with several systems at the same time
Slow search of the customer's information while having a chat with him
No tracking of sales, results or other efficiency. Need for an increase employee’s efficiency
Reduce operational costs
Improve clients' satisfaction and experience
There was no tracking of statistics inside business

Solutions

Oxon’s solutions were implemented to solve every issue.
OXON contact center
OXON team created a customized insurance CRM system backed with task the management system with integrated customers' information inside. Moreover, OXON contact center connected all the channels and holds all customers' communication history in one place.
OXON dynamic agent desktop
OXON dynamic agent desktop pulls all your data into a single, easy-to-use interface, so the team always will have all the data they require to resolve problems the first time. The dynamic desktop allows the agent to have all the information he needs while on a connection with the client. The customer’s personal information appears when he connects. If the client connects for the first time, the agent has to fill up empty tabs at the end of the chat and the information is saved, if the customer will call again other agents will see his information too.
Ticketing system
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, etc. All the information is visible for the team leaders, managers or other leads. For example, AON can assign chats with clients to themes: personal life insurance, family life insurance or retirement, risk insurance, etc. In this way the company will be able to keep track of the most common questions and arising problems.
Outbound calls. Recording of external calls
There are 5 different calling types in OXON contact center outbound calls: manual, semi automatic, automatic, preview dialer, predictive dialer. There are possibilities to log all your sales orders during the call to our built-in CRM or send automatic SMS and emails after the call. Moreover, there are smart campaigns such as configuring automatic dialer modes, products, orderings etc.
Inbound calls
Inbound calls are used for AON support. Omni-channel allows customers to engage on their channel of choice. All supports are using OXON dynamic agent desktop; together those tools allow the agent to work efficiently and increase the customers NPS. OXON customer satisfaction surveys and NPS measurements allow to track every call performance and improve CX.
Monitoring of active and queued calls and calls routing statistics
OXON has active and queued lines showing them the information about the SLA and other details in the bottom of the desktop.
Reporting system
Reporting system allows team leaders and the head of the contact center to order all statistics they want: all agents' efficiency, sales information, statistics of NPS, calls made, call-backs made etc. All the ordered statistics can be sent by email anytime: once a day, twice a day, one time in a week or a month. All the statistics will come in Excel files.
Web-chat
Web-chat system allows users to communicate in real time while using easily accessible web interfaces. At the beginning a client will talk with a chat-bot. Only when the chat-bot cannot help the client to solve the issues or answer to his questions the live agent will be connected to the client and will resume with the chat.
Chat-bot
Chat-bot is the most innovative tool in CRM at the moment. It allows you to save time resources, money and not to disturb the live-agent with common issues. It can track client services, give information about insurance prices, retirement investment percent's, etc. If the bot does not know the correct answer for a customer's problem or cannot help him in other ways, it will connect the customer to the live-agent. The chat-bot was customized by the AON company and made as unique and smart as they wanted. With the chat-bot AON Baltics decreased about 19% of customer’s flow from live-agents. It is about 30 clients from one live-agent per day.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
290
s
270
s
Annual contact centre operational costs
590 000
530 000
Annual contact centre operational costs decrease
-
%
9
%
First Call resolution
57
%
64
%
Email First reply time decrease
-
%
17
%
Customers flow decrease with Chat-bot
-
%
14
%
Average of emails handled
per day per agent
41
47
Average of calls handled
per day per agent
63
70
Callbacks answered
23
%
37
%
Customer NPS
54
pt
63
pt
Overall benefits for the company
The head or the lead of Call Center will see all the statistics of the business, employees’ efficiency, resolution speed of the problems, the main issues and purposes why clients are contacting them.
Main benefits for the company
Cost savings through increased productivity of the company employees/agents (about 59000 eur each year), increased customer satisfaction.