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 71% 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 brought us major improvements. One of the biggest benefits was unifying all communication channels across four countries onto a single platform. Thanks to IVR automation, we route 71% of all calls, which significantly reduces query resolution times. With over 7,300 inbound and 59,000 outbound calls per month, the Daktela platform has heavily contributed to reducing costs and improving the efficiency of our operations. Furthermore, the automation of telesales campaigns saves an enormous amount of time and money, as we manage up to 15 acquisition campaigns per month with minimal human intervention.“
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