AON Warranty Group

Problems

• Not recognising the potential of an open, database driven contact centre solution
• Inability to effectively manage insurance customer life cycles
• High cost and poor returns from direct mail marketing
• Reliance on the customer calling into the contact centre

Implications

• Previous manual system was less productive
• Difficulty in measuring results from direct mail campaigns

Solution

• A flexible and reliable contact centre solution from Amcat
• Extensive contact and database management capabilities

Result

• 75% increase in insurance sales conversions
• Proactive customer management and service
• Significant saving in direct mail costs