Case Study of ICICI Lombard

Executive Summary

ICICI Lombard was struggling to sync prospect data between their in-house CRM and the existing Contact Centre CRM that led to extreme data leaks. CZ Enterprise Suite helped them close the gaps with an integrated full service platform.

Challenges

ICICI Lombard needed a full service contact centre solution that could integrate with their in-house CRM and provide them an instant call back functionality. The need was felt because their existing contact centre solution was not integrated with their in-house system and created a lot of hassle for the agents updating the prospect information.

What Changed At ICICI Lombard

By moving to CZ Enterprise Suite, ICICI got an integrated Inbound & Outbound calling solution with inbuilt E-mail and SMS integrations. Redundancy was built in by keeping critical components on different servers making the internal network an easy plug and play mechanism. CZ Enterprise Suite provided a GUI based customized reporting so that manager and supervisors can access relevant information on-the-go. The unified CRM was customized to create multiple templates for the varied processes. The architecture of CZ Enterprise Suite ensured that the contact centre adheres to DNC regulations.

What This Means

• The agent productivity improved multi-fold as the work duplication was eliminated
• Customized CRM templates were created for individual business processes
• A management information system (MIS) for reporting was created, so that the senior executives could keep a closer tab on the operation of the contact centre
• The entire follow-up process was automated to minimize data leakage and efficient recording of data