MCL Insuretech Ltd.

Background

MCL Insuretech Ltd brands used the E-volve platform for their direct-to-consumer business. As one of Irelands leading online brands, 100% of quotes, 95% of policy sales and 80% + mid terms adjustments were processed online. Even with this high volume of online fulfilment, the MCL brands still ordered telephone and email backup. Unfortunately, due to the unpredictability of calls, MCL felt that they could order better and more consistent service using online contact methods.

Requirements

MCL decided to go down the line of ordering online chat only or the option for the customer to type in their phone number onto the phone system for an instant callback.

Dotsys was tasked to deliver these requirements and a new Online Chat module was developed that integrated into the E-volve back office. A customer would enter their policy number and the agent would have instant access to their record and all chats would be saved against the customer record making it easy for another agent to continue the tread if necessary. In terms of calls, if a customer entered their phone number onto the phone system it would automatically populate an outbound task list to call the customer back. If the customer missed the call or it was engaged a text message would be sent to inform the customer, MCL called. As per the Online Chat, all calls would also be stored against the customer record.