RSHB-Life Insurance introduced an automated customer service system on the Amber platform

2021: Automated Customer Service System

Amber, a developer of systems and applications on the Amber platform, on December 28, 2022 announced the completion of a project to develop and implement an automated customer service system on the Amber platform for RSHB-Life Insurance.

The goal of this project was to optimize and automate customer service processes to improve the quality of service and support the sales process.

Project Objectives:

• The implementation of the 360 client profile is due to the creation of a store of information about the client in a single system.
• Combining all communication with clients in one system: telephone communications of full-time employees and outsourcing CCs; communication in messengers; e-mail and classic mail; internal portals and EDO.
• Set up consistent and transparent customer processes for end-to-end analytics and budget planning.
• Creation of a unified internal customer base: applications, documents and activities with them.
• Simplifies the process of processing customer calls and obtaining data on their applications and contracts.
• Automate interaction with external resources used.

The solution is implemented on the AMBER platform. The following works were performed:

• A customer card has been set up that combines information about the customer due integration to internal and external systems from: accounting system 1C for customers, contracts, risks, losses, payment schedules and other objects; internal portal; electronic archive based on. DocsVision
• Analytical reports and dashboards on processing applications, loading operators, incoming calls, working out outgoing projects and others have been implemented.
• The processes of interaction with the client are unified by combining the following channels of interaction in a single window:
  • Technology-based internal AUTOMATIC TELEPHONE EXCHANGE ; Cisco
  • PBX of outsourcing CC;
  • Mail server based on Microsoft Exchange;
  • Messengers: Telegram, Viber, WhatsApp;
  • Social networks: VKontakte;
  • Stream Telecom SMS Gateway.

• Business Processes Configured:
  • Processing requests from clients and government agencies;
  • Automatic distribution of incoming requests between responsible departments and employees;
  • SLA controls have been established;
  • Control and prolongation of contracts;
  • Forming marketing mailings and calls.

• A mechanism is configured to deduplicate clients imported CRM as a result of synchronization data with external systems, such as. 1C
• You have set up a role model of rights and authorizations, conducted user training, and developed role instructions.

According to the review of the management of RSHB-Life Insurance, as a result of the introduction of an automated customer service system on the Amber platform, the labor intensity and speed of processing customer requests has been reduced by gaining access to data from a single system, SLA indicators for processing requests have been improved by automatically generating and assigning customer requests, as well as monitoring their execution. All work was carried out strictly according to the schedule and taking into account the emerging wishes.

"The main goal of the project was to automate customer service and organize convenient service for them in all modern channels of presence. An automated system based on the Amber platform minimizes automation costs due to ease of integration with other systems and flexibility, proximity to the user and constant development of the system, "said Alexander Ivlev, CEO of Amber.