Decentralized organizational structure with 24×7 service at Mobiliar

The joint forces of Luware’s LUCS contact center solution at Mobi24 and TeamManager routing application for the general agencies provide optimal support for the decentralized organizational structure of Mobiliar. This means that an even better, faster and competent customer service is provided locally to customers.

Contact Center agent at Mobiliar

Every third household in Switzerland is insured with Mobiliar. The all-line insurer has 1,7 million customers and 79 general agencies with their own claims service at 160 locations. Mobi24 Call-Service-Center AG, the assistance and emergency call center of Mobiliar, is available for customers 365 days a year and 24 hours a day.

LUCS and TeamManager cover extensive requirements

Mobiliar has chosen the contact center solution LUCS, based on Skype for Business, and the recording solution Verint Financial Compliance. They are complemented with the already existing routing solution TeamManager used at the general agencies. “Luware comprehensively covered the requirements of a large insurance company with a decentralized organization,” explains Christoph Bigler, project manager at Mobiliar.

Positive feedback from employees, management and customers

Thanks to the CRM connection, employees have access to customer information right from the start of a conversation. This improves the consultations and shortens the duration of the interview. “A comprehensive Mobi24 reporting system facilitates the operational management of customer service staff,” adds Roland Grossrieder, Head of Business Development at Mobi24.

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