Generali Switzerland Standardizes Customer Service With a Comprehensive Telephony Solution

For more than three decades, Generali Switzerland has stood for individual insurance solutions that are perfectly tailored to the individual life situations of its customers. To ensure a smooth connection between the company, its 1,800 dedicated employees, and its more than 1 million customers, a comprehensive telephony solution was needed.

With Luware Nimbus, an optimal solution was found for the 350 service lines managed by approximately 750 employees. With Enterprise Routing, Luware Nimbus provides comprehensive coverage for smaller departments, where a whole team handles calls, as well as for the entire contact center area, where several agents are connected to customers according to their skills. Overflows can now be easily routed to external partners in case of overload.

The Right Agent, Right Away

Generali Switzerland has two head offices in Nyon and Adliswil and more than 55 other locations throughout Switzerland. As a result, the customer's requirements for agents vary in terms of language and know-how. "With Luware Nimbus we can meet all these requirements," says Sonja Rupf. "We can quickly add capacity and serve customers according to their needs, be it in terms of language or desired service times. For larger events, we can also control call routing to ensure that all customers are served quickly," adds Rupf. Kevin Joseph, contact center agent at Generali Switzerland, says: "Depending on the volume, I handle between 45 and 60 calls a day. I use Nimbus to see which calls are pending, if I have missed any calls, and to check service line utilization. I'm a fan of efficiency, so I use Nimbus because I love how quickly I can see the entire customer profile at a glance. It makes my life easier.

Everything From A Single Source

For Generali Switzerland, it was important to manage these different customer service units in a central Customer Operations unit. "We wanted everything to come from a single source, and Luware was an important partner in this," says Rupf. "Now we can manage all calls and routing centrally from Adliswil." "Customer needs are constantly changing," says Rupf. "With Luware Nimbus we can react very quickly to changing customer needs. The solution is very simple and we can change many things ourselves. For example, if a department is overloaded, we can immediately redirect the calls to another service line and control the prioritization ourselves. We can also change agent skill sets in real-time and assign them to the lines that get the most calls. It's a win-win for customers and agents.

Consistent Reporting Throughout the Company

Thanks to Nimbus, Generali Switzerland is able to report uniform KPIs throughout the company and provide the individual units with the necessary resources. "A big advantage of Luware Nimbus is that all employees work with the same telephony solution, so we can easily compare the different units and ensure consistent reporting across the company," explains Rupf. Pierre Lerch, Senior Expert Application & Performance at Generali, adds: "The detailed reporting of live and historical data is very comprehensive. The user interface is very user-friendly and clear, allowing us to make the best use of our resources.