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4 min read • May 12, 2020
One of the key challenges call center agents faced in their day-to-day operations was delivering quality service quickly while navigating decentralized customer data spread across multiple tabs, forms, and screens. To bridge this gap, agents often had to recall specific client requests - such as the preferred hospital, appointment type, or time and date - and locate additional scheduling information like policy details, coverage, or special agreements. These tasks led to the use of external tools such as Excel spreadsheets, notebooks, and sticky notes, which only increased the workload for already overburdened agents.
Wiener Städtische Insurance Company has been active in the Serbian market since February 2003. With over 1,200 employees across more than 40 branch offices and sales points in 40 cities and towns, the company is committed to delivering flawless service.
Given the nature of our industry, responding quickly to changes in customer habits and the business environment is essential. The Microsoft Dynamics 365 platform has significantly enhanced our customer care operations - transforming how we identify, gather, store, and communicate key information across everyday processes. Instead of spending valuable time navigating multiple screens, our agents can now focus on what truly matters: delivering great customer experiences.
Vladan Bukušić, Customer Relations Manager, Wiener Städtische Insurance Company
The lack of a centralized system that both stored all necessary data and enables service delivery (e.g. scheduling appointments, uploading documents, notifying institutions and clients), highlighted the need to bring everything together in a single solution - Microsoft Dynamics 365. End-to-end integration at the application level now enables faster, more efficient responses to changing client behaviors and regulatory demands. The goal: equip agents with core system data directly in Dynamics 365, then leverage its workflow engine to provide a seamless customer experience.
In a digital-first world, companies must deliver consistent, personalized service across channels. Wiener Städtische Insurance Company (WSO) identified BE-terna and Dynamics 365 CRM as the ideal combination - giving agents a unified interface to access customer data, communicate with clients and partners, and carry out their daily work.
Milan Maksić, CRM Team Manager, BE-terna
The newly implemented web application (call mask) was built specifically for call center agents. It overlays Dynamics 365 data and was designed to streamline Level 1 call center activities by presenting essential customer details in a single view. Agents can quickly associate phone call activity with relevant records and create new cases. The solution can automatically identify incoming numbers, match them with existing records, and enable service agents to update customer details efficiently.
With Dynamics 365, WSO can now offer seamless service—regardless of the customer’s preferred channel. Today, clients can initiate and follow up on requests via email, the call center, website, Viber, or through a WSO partner.
Dynamics 365 offers a complete, real-time view of all customer interactions, allowing companies to engage customers in a personalized and contextual way - no matter when or how they reach out. With this solution, the call center team now has access to comprehensive customer data, along with a full overview of products and services.
WSO was able to go live with the solution just two months after project initiation.
The implementation was a joint effort between WSO key users and BE-terna consultants. The first phase focused on Voluntary Health Insurance, addressing key pain points in this area, before expanding to additional services like property insurance, vehicle insurance, and travel assistance. The full implementation took five months - with the first functional release delivered in just two.
Some of the key results since implementation include:
WSO is currently expanding the Voluntary Health Insurance module within Dynamics 365 to include a mobile channel with the customer. Soon, clients will be able to schedule and manage appointments via a mobile app - no need to call or email. Agents will receive automated requests in Dynamics 365, complete with all relevant client and appointment details.
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