This telephonic solution from Intelecom ensures that anyone who contacs If will be routed to the first available customer service agent, based on the options that the customer has chosen on the phone, or based on the system’s “prior knowledge” of the customer.

- For most of our customers, their telephone call to us is the most important channel of communication. It is therefor of the greatest importance that we are available, says Svein Ivar Aadnøy Larsen, Head of Collaboration at If P&C Insurance.

The Pulse contact centre provided by Intelecom meant that If did not need to invest in hardware of infrastructure.

With a 30 percent market share, If is Norway’s leading P & C insurance company. The contact centre allows the company to maintain a proactive commitment to its customers. With CRM integration to the hosted solution form Intelecom, all customer agents receive an automatic notification when it is time to follow up an individual customer.

- In this way, the telephonic solution makes it easy for us to maintain an active dialogue without customers who consequently experience a significantly better service, says Larsen.

Intelecom and If worked in close collaboration during the development of the contact centre.

- This means that we now have a contact centre that is extremely well adapted to the local requirements of each branch. At the same time, we have a state-of-the-art national solution, without having invested in our own infrastructure, says Larsen.