The Bolivian Ciacruz
They automated complex processes and successfully incorporated the omnichannel approach they desired into their communications strategy.
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About Bolivian Ciacruz
Much of the history of insurance in Bolivia was written through this company. Since its foundation, Boliviana Ciacruz Seguros laid the foundations of the Bolivian insurance system until it became the only Bolivian company with more than 75 years of uninterrupted work, leading the market. It works hard every day to create a safe, efficient and innovative Bolivian system.
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Why they chose Simpletech
The experience and knowledge of the Simpletech team with the solutions and products offered was the reason that led them to choose us as a supplier. They also highlight the quality of the attention they have always received from the Support and Innovation team when asking for help and/or suggesting improvements.
Digital Marketing Analyst at LBC
Gerard Orchid
“One of the differentials, which was fundamental in choosing to work with Simpletech, was the integration possibilities that the tool offered. Also the wide range of possibilities in terms of reports to be produced. They give me a lot of freedom and allow me to work with different departments of the company to make improvements and optimize processes continuously.” AORQUÍDEA GÉRARD
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Challenges & Solutions
First Challenge
When they started working, their only customer service channel was the call center. They were looking to integrate omnichannel into their customer service department in order to provide new customer service channels.
First Objective
Provide easier connection to its policyholders through different communication channels. Make the company's communication and service more efficient.
First Solution
Two of the solutions from our conversational suite were incorporated into their communication strategy WittySuite: the chatbot (WittyBots) and the agent management platform (WittyAgent).
According to Orquídea, who is leading the project, the implementation was very agile. From day one, they have worked closely with the Simpletech innovation team, from the design of conversational flows to the decision of which services would be implemented through automation.
For LBC, it is a success that its clients can carry out the reporting of claims in an automated way through WhatsApp. Today, its insured, immediately and wherever they are, can interact with the company. They have greatly streamlined the processes that are carried out through WhatsApp. WittyBotsThey say that it is difficult for their users to communicate with them quickly, since their call center is usually saturated. With this new implementation, they have been able to give their users greater convenience and peace of mind when they have an accident and, without a doubt, immediate attention. WhatsApp is a very agile channel, users are used to chatting and communicating through this medium. That makes being able to serve customers in this new way a great differentiator.
The implementation has flowed well from the beginning. They have always noticed that Simpletech has been very willing to help. Even with the growth in demand, they have been incorporating new services into automation to improve and grow the tool's functionalities.
Today, LBC offers several services such as self-inspection for new clients and reporting of accidents. Thanks to automation, these procedures, which were previously bureaucratic, tedious and even frustrating, are carried out quickly through WhatsApp.
Digital Marketing Analyst at LBC
Gerard Orchid
“The implementation has flowed well from the beginning. We have always noticed that Simpletech has the best predisposition in the world to help... They have always been attentive to get the most out of the indicators and functionalities of the tool."
The company's chatbot enables the self-inspection process to be carried out for new policyholders. The entire process is carried out via WhatsApp by the user, saving time, resources and improving the customer experience.
Commercial Supervisor
KARINA MIRALDO
“The implementation has flowed well from the beginning. We have always noticed that Simpletech has the best predisposition in the world to help... They have always been attentive to get the most out of the indicators and functionalities of the tool."
Second Challenge
With the COVID-19 pandemic, LBC's sales force did not have access to their telephone line. It was an extra cost for the company to increase and replenish cell phone credit to allow them to communicate. Thus, the need arose to provide them with a softphone so that they could, without inconvenience and regardless of where they were, use local telephony.
Second Objective
Restore access to the telephone line of its employees, which the pandemic and subsequent quarantine required in order to be able to carry out communications from their homes remotely. Save costs and time when establishing communications with company members throughout the country.
Second Solution
Two of the solutions from our conversational suite were incorporated into their communication strategy WittySuite: the chatbot (WittyBots) and the agent management platform (WittyAgent).
We implemented the 3CX unified communications system and thus reestablished the company's local telephony for collaborators who work remotely, in a more flexible and efficient way. Nino Bustillos, Assistant Manager of Technology Services at LBC, commented that he evaluated Microsoft Teams as a solution, but that due to its competitiveness in terms of costs and technical specifications, 3CX was selected. In his words, “We chose 3CX and the truth is that it has not disappointed, in fact, it has exceeded our expectations.”
Assistant Manager of Technology Services at LBC
NINO BUSTILLOS
“We are definitely not vendor locked in anymore. We used to need support to set up anything... That meant extra hours to pay each month. 3CX is so easy, we can manage it ourselves in a matter of minutes. We really appreciate having complete autonomy.”
Third Challenge
With their previous provider, Avaya, they needed extra assistance from a support team to configure any changes and/or additions to their communications. This meant additional service hours to be paid for each month. Their previous communications system, an Avaya central office that limited their mobility, was replaced, and the customer can now use Android and iOS applications on their Smartphone.
Third Objective
Replacing their previous communications system, an Avaya switchboard that limited mobility and its operation required hours of support to be paid for each month to have greater freedom when configuring adjustments or additions to their communication lines, thus optimizing costs and time in the operation.
Third Solution
According to the experts, the 3CX solution is so simple that they can manage it themselves in a matter of minutes. Today, they value having the autonomy they were looking for. “We are definitely no longer dependent on the provider,” says the interviewed specialist.
Originally, the implementation was intended to provide telephony to the sales force and employees from their homes. Today we are expanding and integrating 3CX with the native telephone systems provided by Avaya. 3CX is the central office for all of Bolivia, for all telephone outgoings from cell phones (through Android and iOS applications on your Smartphone), for local and long distance calls. External calls also come through 3CX and are forwarded to the central offices at their different branches throughout the country.
An exhaustive support and training work was carried out in the management of the 3CX Unified Communications System and in the migration process of its Legacy PBX. In this way, the new tool could be incorporated gradually and in a controlled manner, according to the client's availability. This minimized the impact on users with the change of technology.
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KPIs
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26,760 interactions via the WhatsApp chatbot in less than a year.
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The collections team has significantly reduced its size and automation has been able to cope with these losses, saving costs significantly.
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