Servion redesigns Bangkok Insurance’s contact centre, to deploy Cisco tech
By Digital News Asia November 20, 2014
- Servion first conducted comprehensive business assessment using its methodology
- Architecture designed by Servion to be deployed on Cisco’s Contact Centre platform
CUSTOMER interaction management and contact centre management solutions provider Servion Global Solutions said it has partnered with Cisco Systems to design and implement a centralised contact centre solution for Bangkok Insurance (BKI).
BKI is one of Thailand’s leading insurers in the business of non-life insurance, Servion said in a statement.
A previously fragmented approach towards handling consumer interactions has been completely redesigned to improve the speed, quality and consistency of customer experience delivery, irrespective of the channel used by consumers, the company claimed.
“Customer-centricity is key to our vision of becoming the most preferred non-life insurance company of Thailand,” said BKI executive vice president Dr Apisit Anantanatarat.
“To fulfill this, we need to have robust and responsive systems where we constantly keep our existing customers happy and potential consumers engaged.
“Our efforts to overhaul the customer experience infrastructure ensures that we are able to deliver on the promise of great products and world-class service to customers in Thailand. They can now get the answers they are looking for more quickly and in an effective manner,” he added.
In order to arrive at the perfect solution for BKI, Servion conducted a comprehensive business assessment employing its trademark Customer Interaction Management Assessment (CIM-A) methodology.
This involved studying customer interaction points, business flow, call volumes, reasons of interaction, processes, information flow charts and other related areas which had an impact on customer experience.
Following the assessment, Servion will now develop a centralised contact centre solution, enabling BKI to integrate the different business units, streamline processes and improve cost efficiency.
“Right from the outset of our engagement, we were clear that the solution for BKI will have to be a holistic one, tailor-made to helping it deliver its brand promise and supporting its requirements,” said Abhijit Banerjee, Servion’s Asia Pacific vice president and region head.
“In order to achieve that, we employed our ‘Customer Experience By Design’ philosophy to first assess the situation and then come up with the most relevant solution,” he added.
The overall technology architecture designed by Servion will be deployed on Cisco’s Contact Centre platform.
The complete system will include an Interactive Voice Response (IVR) self-service module to enable BKI to reduce waiting times through accurate call processing and provide first-call resolutions.
It will also include inbound and outbound customer interaction processes, real-time and historical reporting as well as enhance business opportunities by providing upselling or cross-selling opportunities using CRM (customer relationship management) data.
“Together with Servion, our global Advanced Technology Partner (ATP), we are able to deliver a next-generation contact centre solution that is highly scalable to serve BKI’s business requirements,” said Vatsun Thirapatarapong, managing director for Cisco in Thailand and Indochina.
“As our solutions are deployed by world’s leading insurance, banking and financial services companies, we are confident that our technology will meet the needs of BKI’s growing business and help increase productivity of their employees and in turn improve customer experiences,” he added.
Servion said it has a proven track record in Thailand’s flourishing contact centre industry. After operating in Thailand for almost a decade, it opened a subsidiary in Bangkok last year to support its growing customer base.
Around 25% of Servion's revenue comes from Asia Pacific, the company's second-largest market after the United States.
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