Contact
Challenge
An elaborate new start
Helvetia's customer service relaunched in 2020: After the migration to Microsoft 365, the introduction of Microsoft Teams instead of an outdated PBX and the integration of SAP as the data-carrying system, an innovative, flexible and highly scalable ACD solution was introduced at Helvetia Germany with VIER engage. A particular challenge was not only the integration of all systems, but also the fact that the users work in very different areas and their different ways of working had to be mapped. This was the start of a remarkable CX project "that virtually started from scratch", explains Simone Krüger, Project Manager Operations Organisation & Customer Journey Management, Helvetia Germany.
Solution
Integrated from zero to 100 per cent
In 2022, VIER engage was introduced for call routing including IVR. Around 340 employees use the ACD - in an alternating model from the office and from home. Call processing also includes the connection to SAP: in the VIER Unified Desktop, all relevant customer information for call processing from SAP is clearly displayed on the screen. The otherwise tedious switching back and forth between systems is significantly reduced. Another requirement was status synchronisation between the ACD and Microsoft Teams: technologically, the VIER ACD communicates with Microsoft Teams Office telephony in the customer service. If a service employee sees the Teams status of a colleague in charge, this leads to a targeted forwarding, better availability and shorter overall processing time.
Another requirement is the handling of call peaks. In the case of local severe weather events, for example, the number of calls to the claims department skyrockets. The possibility of adding "groups" in the ACD, the pre-connection of a voice dialogue system and special announcements make it possible to handle this volume very well. For even better handling of call peaks, the solution is supported by callback management from virtualQ: If no one is currently available in the service department, the customer is automatically offered a callback appointment with a selectable date and time.
In 2022, VIER engage was introduced for call routing including IVR. Around 340 employees use the ACD - in an alternating model from the office and from home. Call processing also includes the connection to SAP: in the VIER Unified Desktop, all relevant customer information for call processing from SAP is clearly displayed on the screen. The otherwise tedious switching back and forth between systems is significantly reduced. Another requirement was status synchronisation between the ACD and Microsoft Teams: technologically, the VIER ACD communicates with Microsoft Teams Office telephony in the customer service. If a service employee sees the Teams status of a colleague in charge, this leads to a targeted forwarding, better availability and shorter overall processing time.
Another requirement is the handling of call peaks. In the case of local severe weather events, for example, the number of calls to the claims department skyrockets. The possibility of adding "groups" in the ACD, the pre-connection of a voice dialogue system and special announcements make it possible to handle this volume very well. For even better handling of call peaks, the solution is supported by callback management from virtualQ: If no one is currently available in the service department, the customer is automatically offered a callback appointment with a selectable date and time.
Benefits
CX reaches a new level
Since 2022, Helvetia's fully integrated customer service with ACD, Microsoft Teams, callback management and SAP has taken the customer experience to a completely new level with a focus on the customer. In November 2022 alone, 52,000 calls were registered. The ability to route callers immediately to the right and available contact person therefore significantly reduces waiting times on the customer side. The automatic callback management also ensures positively surprised customers and has made the answering machine unnecessary in some departments.
For the future, Helvetia plans to integrate other systems into the VIER Unified Desktop. The SABIO knowledge management is a good next building block. The use of voicebots to relieve the burden of simple, recurring enquiries is also part of the considerations. Also at the top of the list for 2023 is the integration of written enquiries/work items into ACD distribution. Under the title " VIER gewinnt" (VIER wins), Helvetia is further developing the use of the ACD - towards multichannel routing.
At a glance
Helvetia uses VIER engage
Since 2022, Helvetia Germany has been offering fully integrated customer service with ACD, Microsoft Teams, callback management and SAP. This takes the customer experience to a whole new level with a focus on the customer.
About Helvetia
Helvetia's roots lie, as the name suggests, in Switzerland. The parent company has been active there as an insurance company since 1858. Helvetia has also been successfully represented on the market in Germany for almost 160 years. Helvetia Germany employs around 800 people and offers innovative and customer-oriented solutions for all aspects of security and provision from a single source under the motto "Helvetia is there when it matters!". Helvetia has established itself as a comprehensive and competent insurer in all areas of the indemnity and life insurance business.
About Helvetia
Helvetia's roots lie, as the name suggests, in Switzerland. The parent company has been active there as an insurance company since 1858. Helvetia has also been successfully represented on the market in Germany for almost 160 years. Helvetia Germany employs around 800 people and offers innovative and customer-oriented solutions for all aspects of security and provision from a single source under the motto "Helvetia is there when it matters!". Helvetia has established itself as a comprehensive and competent insurer in all areas of the indemnity and life insurance business.
