INSURANCE CORPORATION OF BARBADOS LIMITED (ICBL) GETS WORLD CLASS CUSTOMER EXPERIENCE FROM DIGICEL BUSINESS

Founded in 1978, the Insurance Corporation of Barbados Limited (ICBL) employs two hundred and twenty people based in five offices across Barbados and also has a regional reach through its parent company. In August 2013, ICBL launched its new brand which better signifies the company’s ability to consistently deliver on its promise to be, “Always there when you need us most.

The Challenge

Adrian Beckles, MIS Manager of ICBL explained; “At ICBL, we pride ourselves on keeping abreast with technology so that we can continue to deliver on our promise of always being there when our customers need us most. Unfortunately, we were experiencing challenges with our previous Voice over Internet Protocol (VoIP) phone system that meant we couldn’t deliver on that promise to our customers.

Adrian Beckles, MIS Manager of the Insurance Corporation of Barbados Limited (ICBL)

Adrian Beckles, MIS Manager of the Insurance Corporation of Barbados Limited (ICBL)

With its outdated phone system, ICBL was not able to take full advantage of newer technologies on the market meaning it was unable to access services such as call monitoring, recording and contact centre features.

The Solution

The solution implemented by Digicel Business is a state of the art Cisco Unified Communications Manager which gives the company all of the features it requires plus end-to-end collaboration capabilities which include video conferencing, voice messaging, instant messaging, presence, mobility, and more – for every user.

Beckles recalls; “A detailed project plan was completed by Digicel Business outlining the tasks to be done with resources assigned and there was a project team which comprised of Cisco resources from Digicel Business as well as members of our team. There were no major challenges associated with the implementation of the solution and the project was completed within the agreed timeframe, which was in accordance with industry standards.”

Beckles continued; “The benefits derived from the upgraded system include improvements in the customer experience specific to the routing and management of calls plus quicker and more effective decision making in the interest of the customer.

An additional benefit which we are very pleased about is that the system is scalable which means it can grow and change with our organisation,” concluded Beckles.

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