Pacífico Seguros Generales optimizes customer service, provides insurance quotes in 10 minutes instead of 25 minutes with a Cloud-based solution
Pacífico Seguros Generales is a Peruvian insurance company that provides risk-management solutions for individuals and companies. It issues insurance contracts and provides coinsurance and reinsurance for all types of risk, with the exception of life insurance.
Pacífico is part of the Credicorp Ltd. Group, Peru’s largest financial group. Pacífico provides a comprehensive range of products and services in three business areas: property, casualty, and health insurance through its subsidiary Pacífico Salud—and life insurance through Pacífico Vida.
Pacífico wanted to manage its customer services operations more efficiently, and support company growth and expansion into new market segments with current and prospective customers. To meets its goals, Pacífico implemented Oracle Service Cloud as the foundation for its contact center. It now delivers 360-degree visibility to personnel in contact with customers via a single solution. It can now more effectively assist customers, thanks to visibility into information, such as accounts and purchases of insurance policies and claims submissions.
“Oracle Service Cloud, is fundamental to our customer-contact center. Our insurance consultants’ productivity increased, we raised the quality of service, and we can effectively measure service quality.”
Business challenges
- Gain a 360-degree view of each insurance-product client to provide high quality and efficient service
- Optimize productivity and efficiency of contact center agents by providing them with rapid access to accurate and complete customer and product information
Oracle Service Cloud is cloud-based, which helped us to meet our tight implementation timeline. A client-server tool is more complex to implement. In addition, with a cloud-based solution, we avoided significant hardware and infrastructure investment and gained immediate scalability. We also benefited from expert management and lower cost of maintenance. As important, version updates are free—Oracle Managed Cloud Services does them in the data center, and they are transparent to the user.
Why Pacífico Seguros Generales Chose Oracle
Results
Pacífico Seguros Generals deployed Oracle RightNow Desktop Workflow Cloud Service, Oracle RightNow Email Cloud Service, and Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service in three months, including system testing and a two-week training for 20 primary users. The solution went live on time and on budget.
Advice from Pacífico Seguros Generales
- Keep in mind the flexibility of the solution to be integrated into other systems, as it is fundamental to offering the client comprehensive service
- A single solution with a short implementation period optimizes opportunity cost and guarantees timely improvements
- Consolidated client information improves visibility and accuracy
- Designed call center agent screens using Oracle Service Cloud to gain a 360-degree view of each client, including previous insurance policies and insured vehicles, giving sales and consulting teams in the contact center the information needed to accurately respond to client inquiries and facilitate policy sales
- Reduced the time needed to quote auto insurance from 25 minutes to 10 minutes by integrating Oracle Service Cloud with the company’s central insurance-quoting tool
- Used Oracle RightNow Desktop Workflow Cloud Service to analyze call workflows and outcomes, enabling the company to monitor interactions between agents and customers and make measurements and reports to drive continuous improvement
- Reduced the use of e-mail exchanges between insurance sales consultants and supervisors, improving ability to keep customers’ information updated, deliver faster responses, and boost sales proficiency
- Enabled supervisors to track the performance of each consultant and drive continuous improvement
Partners
In addition, AmberLeaf transferred client information and insurance-company accounts to Oracle Database Enterprise Edition and integrated Oracle Service Cloud with the company’s insurance quoting system. “AmberLeaf trained key users on the solution, enabling them to benefit from its advantages, like having a comprehensive view of the customer, in sales as well as post-sales service,” said Polo.