A major insurance player wanted to improve handling and processing of mobile-related claims like theft, damage, and breakdowns. It also needed flawless service quality on inbound assistance flows while staying flexible amid activity fluctuations. The goal: deliver smooth, rapid customer experiences with very short deadlines.
Insurance – B2C
Multichannel
For inbound flow management (hotline/assistance) and claims processing (mediation, administrative files).
On client products, processes, and peak period management (surge handling, backup interventions).
Round-the-clock availability, proactive fluctuation management with two on-demand extra resources.
Genesys telephony interconnected with client CRM for traceability, follow-up, and exchange quality.
Quality-focused oversight with tailored support, tracking info requests and files for smooth, efficient handling.
Operational team mobilization without service breaks to absorb flow variations and meet tight deadlines.
a fully operational team, without any disruption to service, to absorb fluctuations in demand and meet the expected short deadlines.
Up to 46 actions handled per agent per day (inbound calls & files).
Mastery of training elements and ongoing relay of product/process updates.
Enabling rapid team mobilization based on needs.
Continuous training for perfect mastery of products and processes.
Acting as a loyalty lever through empathetic, precise handling.
Robust flow management even during peaks or surprises.
Over 20 years’ experience, 600 advisors trained on insurance specifics, claims management, and regulatory setups.
90% client retention rate, exemplary CSR commitment, transparent KPI communication for smooth relationship steering.
Tailor-made solutions per project, rapidly deployable teams, adaptable to flow peaks for uninterrupted service.
Maximal compliance (GDPR, DDA, ISO 27001), ongoing support to modernize processes while respecting data privacy and partner identity.
Beyond a simple provider, Armatis positions as a strategic partner committed to client success and longevity.
Seamless integration with client tools (CRM, telephony, reporting), omnichannel setups, advanced analytics to drive quality and performance while valuing every interaction.
Discover how we can optimize your relationship strategy with an innovative, tailor-made model.
Join the leaders who trust our multilingual and technological expertise.
