One-stop Solution Improves Customer Service and Reduces Costs for South African Insurance Company
A large independent motor-related insurance administrator in Southern Africa consistently strives to improve service to clients. When their phone system prevented them from delivering high-quality service and support, they turned to DOW Networks for help.
Headquartered in Johannesburg, the company has two call centers: telesales and customer service. Their business phone system was not efficiently handling inbound or outbound calls and could not provide the reports and business intelligence that management needed to make informed decisions. The company had the same problems in their Cape Town office where a smaller call centre handles inbound and outbound customer contacts.
DOW Networks installed an Asterisk IP PBX in Johannesburg with a call centre monitoring and management application. The new phone system efficiently handles the company's telephone traffic and provides managers full visibility to calls, agents and queues via live statistics displayed on wall boards and through historical reports. The system also records calls and tags them for easy retrieval, meeting a statutory requirement for insurance companies. In Cape Town, DOW Networks installed a similar system that delivers the same features and functionality.
Today, DOW Networks IP PBX call centre solution serves more than 200 agents at this insurance company, enabling supervisors to monitor and proactively manage interactions with customers. The result is streamlined operations and improved customer response times. As a licensed telecom carrier in South Africa, DOW Networks also handles the company's outbound calls to mobile phones and landlines at rates below those that were charged by their previous carrier. DOW Networks also provides on-site technical support in Johannesburg and Cape Town.
