The Länsförsäkringar Alliance is creating a next-generation contact center - their partner: Advania
Ulrica Hedman, CEO of Länsförsäkringar Uppsala
To be the leading insurance company in a highly competitive market, a clear focus on digitization and an optimization of the internal processes is key. Especially when it comes to customer experience, such as the daily interactions in all available channels.
The Länsförsäkringar Alliance has a unique position within the Swedish bank and insurance market. The alliance consists of 23 customer-owned regional insurance companies that cooperates with each other, combining the abilities of a small companies with the strengths of a large ditto.
The alliance is growing rapidly but steadily. To meet the needs of the new, digital age of a more dynamic and expansive customer service, the group is investing in a new contact center. The goal is to create a joint and sustainable solution for a total of 4 500 agents. Regardless of the media of choice, the customer should always receive the same quality of treatment.
Advania has won the procurement and will, in the role of strategic partner and system integrator, implement a completely encompassing solution based on the reputable Genesys Contact Center. The solution will be placed in Advania’s data centers, managed by Advania and offered as a service. Although the agreement is signed with The Länsförsäkringar Alliance, it will be available as a communal solution for the totality of the business group's 23 companies.
"Customer contact is not solely about availability. In today’s day and age, in order to be customer orientated, we must approach our customers regardless their needs. We must be quick to act, but also be able to predict their upcoming needs. It puts a lot of pressure on our infrastructure, solutions and supplier. After a rigorous evaluation process Advania’s suggested solution stood out. Together we will create an easy everyday life for our customers and employees." says Ulrica Hedman, CEO at Länsförsäkringar Uppsala.
"Communication with the customer is at the core of all industries, but the digitalization has created new challenges for many. The Länsförsäkringar Alliance have a clear vision: to create a seamless customer experience, regardless of medium. Genesys is the world leading CX platform which complements the companies that put their customers first. We are very proud that Länsförsäkringar has entrusted us with this and look forward to creating a modern contact center together." says Tomas Wanselius, CEO at Advania Sweden AB.