La Fédération Continentale
Capgemini helped the client optimize in-bound calls management in order to improve the quality of service provided and improve the efficiency of brokers sales teams in brokers management to increase customer loyalty.
La Fédération Continentale is a life insurance company (subsidiary of GENERALI). It animates the indirect distribution of independent insurance brokers all over France.
Issue
La Fédération Continentale has chosen Capgemini in order to face the competitive market. They have decided to base their CRM application on Siebel Financial Services V6.
Solution
The project was cut into three phases. The first one was entirely based on Siebel’s rapid technology implementation, the second was the adaptation of the solution to the campaign management needs, and the final one consisted in increasing the CRM integration within the existing IS.
Expected Benefits
Optimise in-bound calls management in order to improve the quality of service
provided (reduce rate of lost calls, reduce average call duration and improve
follow up of call treatment)
Improve efficiency of brokers sales rep. teams in term of commercial relationship
and brokers management.
Develop in fine broker and customer loyalty.