Colonnade Insurance, a major player in the insurance market operating in several countries, implemented the Daktela platform to unify customer communication across its branches, streamline contact center operations, automate processes, and now routes 83% of incoming calls through IVR.
Colonnade Insurance needed to unify customer communication across its branches and increase the efficiency of its contact center. The company was looking for a solution that could connect various communication channels, automate part of the processes, and provide clear data for better team management and decision making.
Colonnade implemented the Daktela platform, which unified all communication channels into one system and enabled the automation of key processes. Thanks to the deployment of IVR, SMS communication, and automated campaigns, the company was able to streamline both inbound and outbound communication and improve campaign management.
„Daktela has delivered a fundamental improvement to our contact centre operations. One of the greatest benefits has been the consolidation of all communication channels across five countries into a single omnichannel platform. Thanks to precise routing of customers and contacts to dedicated teams, we now resolve up to 83% of all calls first time, which customers greatly appreciate nowadays. With more than 9,200 incoming calls and 76,000 outgoing calls per month, the Daktela platform has made a significant contribution to reducing costs and improving the efficiency of our operations. In addition, the automation of telesales campaigns saves a huge amount of time and cost, and we are currently able to manage up to 19 acquisition campaigns per month with minimal use of human resources.“
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