ČSOB Insurance company [2]
,,With Salesforce, our contact center is faster, more stable, and more transparent. Thanks to pilot users and a gradual rollout, the team adopted it without any issues."
Lucie Brandová
Head of Client Contact Center
Consolidation of Distribution Networks at ČSOB Pojišťovna – Migrating the Contact Center to Salesforce
ČSOB Pojišťovna’s contact center struggled with the end of IT support and instability of its existing CRM application, which extended customer handling times and increased the burden on agents.
After evaluating both in-house development and group solutions, the insurance company chose Salesforce for its contact center, already used in other distribution channels and companies within the ČSOB Group. The implementation took 10 months and included integration of Salesforce with the on-premises Genesys telephony solution.
A gradual rollout approach was selected, migrating agents to the new platform starting with early adopters, who later supported internal promotion of the new solution’s benefits. The implementation delivered a faster and more stable working environment for agents and a solid foundation for future development.
Implementation in 10 months
Gradual onboarding of 30 agents
Leveraging synergies by adding another distribution channel into the CRM
"The integration with Genesys and unified access to information have significantly accelerated our agents' work and improved customer service."
Lucie Brandová
Head of Client Contact Center
Key benefits
A faster and more stable system
Salesforce has significantly reduced system response times for agents, for whom responsiveness is critical.
Integration with the on-premises Genesys telephony platform
Utilizing a ČSOB Group solution for integration between Salesforce and the on-premises Genesys telephony system.
Unified access to information
Agents have all the information they need for handling inbound and outbound calls available in a single application.
Efficient adoption across the team
Thanks to the young team and the support of early adopters, the new system was quickly adopted by everyone, including more experienced colleagues.
A foundation for future development and AI
The system is ready for further enhancements, including support for sales processes or the adoption of artificial intelligence for call transcription and analysis.
About ČSOB Insurance company
ČSOB Insurance company is a universal insurance company offering comprehensive life and non-life insurance services to individuals, self-employed professionals, as well as small and medium-sized businesses and large corporations.
Headquarters
Pardubice
Industry
Insurance
Number of Employees
787
Annual revenue
466,540,000 CZK
Website
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