Solgari Client Stories
Financial Services - Hastings Insurance
Evolving Customer Engagement from Cloud to Teams and AI
Business Challenge
Hastings Insurance is a leading Irish insurance brokerage that has grown significantly through acquisition.
Hastings has had a clear vision for how customer engagement should evolve with the business: first establishing a common cloud platform, then bringing customer engagement into Microsoft Teams, and now targeting AI investment where it can deliver measurable value.
Horizon 1: Land - A cloud foundation for growth
As Hastings expanded through acquisition, it wanted to grow without adding communications platforms and complexity with each new business.
Hastings standardised customer communications on Solgari, with acquired businesses moving directly onto the same cloud platform from the outset.
This provided:
- Customer engagement across voice and SMS
- Secure telephone payments through a PCI DSS-compliant payment gateway
- Consistent access across office, home and mobile working
New businesses could move directly onto Hastings’ established customer engagement platform as the company expanded.
Horizon 2: Expand - Customer engagement in Microsoft Teams
Hastings moved all 150 staff onto Solgari for Microsoft Teams in 3 weeks, bringing customer engagement into their normal flow of work in Teams.
The deployment integrates HubSpot customer data with Solgari for Teams, while Solgari Copilot provides:
- Conversation transcription
- Automatic summaries
- Sentiment analysis
Hastings now handles more than 20,000 inbound and outbound calls each month through Solgari for Teams, bringing customer engagement and intelligence into employees’ normal flow of work.
Horizon 3: Unlock AI - Targeting AI where it can make a difference
With this volume of customer conversations now handled through Solgari for Teams, Hastings has a substantial and growing source of conversational intelligence.
The opportunities include:
- Conversational intelligence: Automatically capturing and summarising customer conversations in HubSpot, making richer intelligence available across the business and to AI tools such as Breeze.
- 24/7 AI customer engagement: Using AI agents across voice and the Hastings website to handle appropriate enquiries, escalating to employees when human expertise is required while retaining customer context.
Hastings can now target AI investment where this intelligence can deliver measurable business value.
Customer View
