Amaguiz The Groupama subsidiary chose Kiamo to improve its customer relations

In the months before it launched, Amaguiz decided to set up an effective multimedia contact center giving priority to the quality of customer contact. Surveys conducted with potential leads had shown that a key to success when selling insurance online was to humanize the digital relationship through a dedicated adviser and a customised multimedia customer relationship.

The insurer had 3 months to choose and implement a multimedia platform for managing telephone, email and fax exchanges. To guarantee a high level of service to Amaguiz customers, the platform had to meet 3 criteria: a dedicated adviser, multichannel management and advanced task distribution.

The tool also had to integrate into a structure built on the Lean Six Sigma principles and eliminate any variability in the processing of tasks. The tasks were therefore handled in the same way as a call. An adviser who had hung up but was busy processing a call was not to be disturbed. The processing of the call was therefore considered as a task in its own right (like responding to an email, following up on a quote, web callback, etc.). This is a purely relationship-based business approach, focused on complete customer satisfaction, a key factor in the development of Amaguiz.

A project group made up of Amaguiz Customer Service Executive Management board members and Groupama’s IT team met the first service providers in February 2008. The Kiamo solution quickly stood out for its ergonomics and ease of use. Other solutions were ultimately rejected due to their complexity and production timeframes. Once the decision was made in March, the project teams at Amaguiz and Conecteo worked together to reach their set target of launching platform production in July 2008.

Kiamo is used mainly to receive calls from leads and to manage campaigns following up on quotations. This was why Kiamo was associated with Cleva, a business software package for companies, mutual insurance companies and brokers covering all insurance segments. As soon as an action arrives in the system (email, fax, post or call), Cleva informs Kiamo, which then distributes it to the dedicated adviser. Each task is assigned a priority level that is taken into account during distribution. If advisers are unavailable, voice response takes over by offering the customer a callback. Kiamo’s web callback function also offers this possibility on amaguiz.com.