Case Study : Chubb
Founded in 1818, Chubb employs about 48,000 people worldwide and has annual sales of £1.6 billion. Despite the large size of its operations in the Netherlands, Chubb had previously only operated a single, centralized contact center to service all of its customers. However, the company needed to decentralize this single contact site in order to facilitate closer relationships with operational departments. This has to result in an higher level of customer satisfaction, especially for large and special accounts, and also has to provide more localized services to its SME customers.
Chubb migrated its existing PBX infrastructure to the cloud using storm, enabling the company to use intelligent Automated Contact Distribution (iACD®) across all its contact sites.
“Because of storm’s cloud-based model, we are able to rapidly roll out the solution and deploy multi-channel capabilities at all of our new sites in weeks rather than months. The platform’s intuitive service creation applications simplify every aspect of the deployment, from setting up completely new sites without any hardware, through to rapidly constructing all contact center routing pathways. All of our contact centers are also linked through the cloud and we can manage the entire estate from a single location, providing us with agility in how we respond to changing customer demands.”
Mr Bas de Beer, Project Manager ICT, Chubb
storm CONTACTTM ensures local numbers for SMS and voice provisioning and location-based routing for web channels.
Real-time and historical reporting provide granular insight into the effectiveness of each contact center.