Solgari Client Stories
Financial Services - Hastings Insurance
Business Challenge
Hastings Insurance, a prominent Irish brokerage, stands out in the industry by offering a diverse range of insurance and planning services to both businesses and consumers.
Expanding rapidly through several acquisitions, the company faced a major challenge through the inheritance of multiple customer communication systems across multiple offices and home workers that created customer engagement silos and risks around managing GDPR.
What did we do?
- Solgari All-Channel Cloud Contact Center solution allowed Hastings Insurance to consolidate all customer engagement across voice and SMS on a single, compliant cloud platform.
- Customer payments on the phone are handled securely through an integration with a PCI DSS-compliant payment gateway. Solgari Customer Engagement
- Customer engagement with conversation summary and next best action tools.
Business Outcomes
- Hastings staff operate more effectively on a cloud solution available wherever the staff member is including on the mobile app if visiting customers.
- The opportunity to resolve customer requirements on first contact vastly improved through a single view of all customer interactions and the opportunity to pass the customer to subject matter experts.
- GDPR requirements around relevant customer data and PCI DSS payment compliance are safeguarded through the secure cloud platform.
- Fully integrated cloud solution removed the risk and much higher cost of maintaining multiple dis-jointed communication solutions.
- The adoption of AI in customer communications becomes available for Hastings with the opportunity for rapid impact on customer satisfaction.
Testimonial
At Hastings, we needed to be able to communicate with our customers via several channels yet ensure we could manage this customer data in a GDPR, PCI DSS compliant manner. Solgari’s cloud platform allows us to engage with customers via a full suite of channels while automatically addressing compliance needs, helping us to cut costs and improve business performance.
Enda Mulchrone, General Manager at Hastings Insurance Broker
