All inquiries entered and distributed from one central location
With more than nine million customers, the HUK-COBURG Insurance Group is one of the biggest insurers in Germany. To handle the up to 40,000 incoming inquiries each day HUK-COBURG works with a modern contact centre solution that accepts all customer inquiries and distributes them to the regional customer support centres. But the one thing that was missing was a management system for the entire workload of the customer support officers – phone calls and written work orders. This is why at the start 0f 2007 the insurance company started the “Integrated Load Balancing” project with the support of NTT DATA.
More efficiency – more customer orientation
The aim was to have all customer inquiries from all channels managed automatically as far as possible. This would create a balance in the distribution of the different customer contacts – for more efficiency and the associated faster processing. NTT DATA‘s task was thus to integrate the workload from the correspondence that was managed in a mainframe-based system into the existing contact centre solution with its sophisticated routing logic.
A unique solution
Throughout the company, all incoming calls from customers, regardless of how they are received – phone, fax or e-mail – are now prioritised automatically and allocated to the correct workplace in the HUK-COBURG organisation. With this integrated load balancing solution all the customers‘ questions – even about the company‘s different products – can be handled by one support officer in the customer centre. A solution that is unique among German insurance companies.