Generali
company
Insurance leader Generali's 2005 turnover is 62,8 billion € with 58 000 employees
and 30 million customers worldwide.The Group covers 45 countries. Generali Gestion
Santé is the entity responsible for managing healthcare services for Generali
France Group policyholders.
customer needs
Generali Gestion Santé's business objectives were to improve the quality of customer
service and to redefine its call answering system.
solution
Callers are welcomed by an automated system that initiates an interactive exchange
of information with them. People are able to express themselves naturally, and
the automated system interprets their requests irrespective of the words used.
customer benefits
Generali is the first company in the insurance sector to implement this innovative
solution, making it possible to improve customer relations while ensuring that
all calls are answered. An automatic response can be generated in certain cases
(checking on reimbursements, information about insurance coverage, etc) or callers
are transferred to the appropriate skills centers.
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“A preferred point of entry for our policyholders, our customer service line is a key performance factor for our group. Thanks to the expertise and advice of Orange Business Services, the number of calls handled and the requests qualified have been significantly optimized”.
explains Henri Laurent, Generali Gestion Santé’s director
