Transformation of Customer Experience: The Implementation of KOMPaaS.tech Contact Center in a Health Insurance Company

In the field of health insurance, cloud-based solutions for organizing contact centers have become an integral part of the infrastructure. They enable companies to efficiently manage large volumes of customer inquiries, ensuring quick and accurate responses.

In addition, cloud systems provide flexibility and scalability – crucial in an environment of constant changes in service delivery procedures and a growing number of insured clients. The implementation of such technologies helps insurance companies not only improve service quality but also optimize internal processes, reducing costs and increasing customer satisfaction.

KOMPaaS’s Client Profile

A health insurance company specializing in medical insurance policies faced the need to improve customer service amid rapid growth of its client base. Before implementing a cloud-based contact center, customer interactions were handled mainly by phone using an analog PBX, with calls routed and processed manually. This led to operator overload, long waiting times, and frequent errors in information processing.

Moreover, due to the lack of integration with other corporate systems, operators were often unable to promptly provide complete policy information, resulting in customer dissatisfaction. During peak periods, such as mass policy renewals, the number of inquiries significantly exceeded the capacity of the old service system, prompting an urgent need to revise the customer service approach.

Finding a Solution

To address these challenges, the company began exploring options for automating its customer service processes. Possible solutions included upgrading the existing telephony system, implementing chatbots for initial inquiry handling, and fully integrating all communication channels.

After a thorough analysis and comparison of costs and efficiency, the company decided to implement an omnichannel cloud contact center that would integrate all communication channels and automate request routing. This solution would not only enhance service quality but also optimize the cost of handling each inquiry.

KOMPaaS.tech Solution Description

The company chose the KOMPaaS.tech solution, implementing an omnichannel contact center integrated with its corporate CRM system and a virtual automatic telephone system (VPBX). While phone calls remained the primary customer communication channel, the new system significantly expanded available interaction methods to include email, website chat, and popular messengers.

Automatic call routing was configured based on inquiry type: customers interested in insurance terms were directed to product specialists, while questions about policy renewal or changes were routed to support operators.

Integration with the CRM system enabled operators to instantly access customer data and interaction history, greatly improving accuracy and response time. Integration with the vPBX made it possible to automatically return missed calls, reducing the number of dissatisfied customers and improving overall service quality.

Chatbots were configured to handle typical questions – such as policy renewal deadlines or insurance conditions – which eased operator workload and shortened response times.

Results of Implementation

The implementation of the omnichannel contact center significantly improved customer service quality. In the first quarter after launch, customer satisfaction increased by 13%, as confirmed by regular surveys and a 20% decrease in repeat calls.

Response times were reduced by 15% due to efficient routing and CRM integration. These results were also supported by staff training and continuous system performance monitoring. Improved service quality led to an increase in repeat customer requests for additional services, positively impacting the company’s overall revenue.

Conclusion

The implementation of the KOMPaaS.tech cloud contact center became a major step forward for the health insurance company. This solution not only improved customer service quality and reduced operator workload but also optimized internal operations.

In the future, the company plans to expand the contact center’s functionality by introducing advanced analytics tools to better predict customer needs and enhance service personalization. The use of artificial intelligence for more complex inquiry processing and automation of routine tasks is also being considered.