Challenges
As a global leader in the insurance industry, Generali faced growing challenges in managing diverse customer enquiries while maintaining high levels of service:
Fragmented Communication Channels
Generali needed a unified platform to manage sales enquiries coming through multiple channels, such as their Hotline and WhatsApp, to streamline operations and avoid inefficiencies in responding to customer needs.
Inefficient Follow-up Process
Ensuring timely follow-ups with potential customers posed a challenge. The sales team required a mobile solution to handle enquiries on the go and ensure no lead was missed.
Managing High Call Volumes
Handling large volumes of calls while distributing them efficiently to the appropriate sales agents was becoming increasingly difficult. The need for a solution that could simplify call management was critical.
Solutions
Generali partnered with CINNOX to implement a comprehensive sales enquiry management system, addressing their key challenges while enhancing team efficiency:
Unififed Platform for Sales Enquiries
Generali consolidated their Hotline and WhatsApp enquiries on CINNOX, making it easier for their sales team to manage interactions from one centralized platform.
Advanced Call Center Management with IVR
CINNOX’s IVR feature enabled efficient call routing, ensuring customers were directed to the right agent quickly, improving response times.
Targeted WhatsApp Marketing
Generali used CINNOX to send promotional messages via WhatsApp, engaging customers directly with regular updates.
CX Mobile App for Sales Agents
With agents on the move, the CX mobile app allowed them to follow up on enquiries and maintain seamless customer interactions from anywhere.
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