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Case Studies : Allianz Retail

Allianz is one of the UK’s largest insurance companies and is proud to have won the ‘General Insurer of the Year’ accolade at the British Insurance Awards 2010. Its retail business is trusted by global brands including VW Group, Audi and most recently BMW to provide policies on their behalf. The company can boast the UK’s largest pet insurance business, PetPlan and the innovative new car insurance product, Your Cover.

 

The key to Allianz’s long-term success has been meeting the changing policy needs of customers and having a finely tuned process for generating and converting new policyholders. One of the company’s major sales tools is its outbound telemarketing. Allianz has been using dialling technology for many years to ensure that it maximises the number of people its agents are able to speak to about its range of policies. However, as the Performance Manager at Allianz, Alistair White explains, its legacy dialler was no longer able to cope with the demands being placed upon it: "The incumbent dialling technology that we were using did not enable us to do what we needed."

 

Allianz looked at the technology available on the market and chose Noetica and its SYNTHESYSä suite of customer interaction management products as it ‘ticked all of the boxes’, as White comments: "The company wanted an 'off the shelf' system and didn’t want to wait for things to be developed. We felt that this would have been the case with some of the more traditional 'big ticket' suppliers whose upgrade and change processes may have been restrictive to the pace of our business."

 

The modular design of SYNTHESYSä makes its easy to add modules such as call blending, email and SMS to the dialler facility and this was also key in the decision-making process, as well as the fact that it works around a single CRM database, making it very easy-to-use.

 

The transition from the old system to a fully functioning implementation of the new dialler and the SYNTHESYSä suite was completed in just eight weeks, with seamless integration in to Allianz’s existing Avaya-based telephony platform. This achievement is made even more impressive by the fact that it involved deployment across two contact centre sites in Bristol and a further 50 seats at a contact centre in India, which operated on a completely separate system.

 

"The ability to demonstrate current experience of the SYNTHESYSä solution working in an on and offshore environment, routing calls to the UK, or offshore and vice versa was an important factor when specifying the new system," adds White. "Noetica were the only company who could demonstrate this and hosted several site visits for us to see it in action."

 

As proactive outbound telemarketing is such an important new business driver for Allianz, its dialler needed to be reliable and effective, whilst adhering to strict DMA and Ofcom guidelines, but the company was surprised with how quick the new dialler would make a positive impact. "As soon as we implemented the new Noetica dialler our productivity went through the roof enabling us to increase our dials and contacts by over 25%," enthuses White. "In fact, during one of our busiest months we achieved an astonishing 1.3 million dials."

 

All outbound calls are scheduled using the Outbound Manager function within SYNTHESYSäand when the dialler makes the calls they are immediately routed to available agents with the right skillsets. Furthermore, every agent is provided with a unified desktop application that uses ‘callflows’ to intelligently and efficiently guide them through every call. This ensures agents give and receive the right information, identify cross and up sell opportunities and provide consistently high standards of service in keeping with the Allianz brand and that of its corporate partners.

 

More recently, aggregator (otherwise known as price comparison) websites such as GoCompare.com and Moneysupermarket.com have become important sources of fresh sales leads for Allianz, especially since Noetica has enabled the company to strike while the iron’s hot, using the innovative Web Transfer Service module incorporated within SYNTHESYSä.

 

White explains how leads are channelled directly in to the contact centre in real-time: "When one of our policies is ranked in the top two of an online search, the person making the enquiry receives a quote and we in turn receive an automatic notification. A call is then queued in the Outbound Manager for dialling." He adds: "The Web Transfer Service allows us to respond to aggregator enquiries within minutes, whereas previously we would not have been able to respond until the following day. This has been key for us with significant investment in our online capability over the past few years."

 

The bespoke management information, real-time data feeds and quality of reporting that Allianz now has access to is far superior to anything the company had before. White comments: "The flexibility of the system and its campaign management capability enabled us to reduce outbound available/wait time in the contact centre by around eight percentage points over night." Furthermore, the company can now be much ‘smarter’ in how it segments and prioritises data for dialling.

 

The relationship between Noetica and Allianz is more like a partnership than a typical vendor/customer relationship as White explains: "We wanted a company who were responsive and engaged with us as a business and someone who treated us better than 'just another client' and we have most definitely had this level of engagement."

 

The latest project was completed in early April 2011 with the rollout of SYNTHESYSä to manage outbound telemarketing campaigns for Allianz’s Pet Plan business, which insures approximately 800,000 animals.

 

Today Noetica is intrinsic to the day-to-day running of Allianz’s UK retail division as White explains: "The team at Noetica are a pleasure to work with and make regular calls to ensure we are happy with how the system is performing." He continues: "Much of our new business comes from bringing on new corporate partners and Noetica and its technologyis a key enabler in making the transition as smooth as possible."

 

White concludes: "Crucially we are able to achieve all of this without needing to lean on IT and technical support as we can manage the system ourselves. We have already recommended Noetica to other organisations and have been proud to host site visits to showcase what is possible with SYNTHESYSä to other contact centre professionals."


About Noetica:
Company LogoNoetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
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About Noetica:
Company LogoNoetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivation & Charity Work

Read today's tip or listen to it on podcast.

Published: Saturday, September 10, 2011

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2024 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

6.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

7.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

8.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

9.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

10.) 
Pointel

Customer Relationship Management Solution
Pointel has a several years of experience in implementing Customer Relationship Management solution to maximize customer lifetime value and profitability. Pointel Specializes in Salesforce, Clarify, Oracle and SAP suites of products. Pointel has implemented CRM solutions for many industries including financial institutions, banks, pharmaceuticals, healthcare, insurance and telecom companies. Pointel's unique methodology guarantees 100% success. Customer Relationship Management solution improve the efficiency in managing the customer-facing business process from end-to-end. This includes Marketing, Sales, Customer Service and Support. The overall goal is to improve the customer experience and...
(read more)

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
 

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