Spitch’s client Baloise has been nominated for the Swiss “Customer Relations Award 2022”. The award is given by the Lucerne University of Applied Sciences and Arts in connection with the customer management platform CMM360. The award ceremony will take place at the "Reach for the Stars" event in autumn this year.
Baloise implemented a Virtual Assistant supplied by Spitch that provides automated customer support in the voice channel for the "non-life" business area. The system helps the renowned insurance company to further improve the customer experience, minimize waiting time and call transfers, and to better understand customer concerns. Of approximately 800,000 customer inquiries that Baloise receives each year in the non-life segment in Switzerland alone, around 420,000 calls are made by telephone. This shows the impact of such a solution. Spitch implemented the new system together with the IT service provider NTT Data.
Stephan Fehlmann, Country Manager DACH Region at Spitch AG comments as follows: "This project by Baloise Insurance and hence this nomination underlines not only the importance but also the benefit our voice systems provide for high-quality customer interactions. The added value generated by our solutions in terms of efficiency, cost savings and customer experience is a key success factor in implementing strategies to ensure the future competitiveness of the financial industry with insurance industry."
Please contact Spitch for further information about this and other solutions.