i-surance: CRM Transformation for Seamless CX

i-surance partnered with redk to implement a single-platform CRM transformation using Zendesk, enabling a seamless post-sale customer experience, operational efficiency, and a competitive advantage across multiple markets.

Objetivos

i-surance’s rapid expansion across multiple countries and partner channels highlighted the need for a digital transformation that could support both operational efficiency and a superior customer experience. Their objective was not only to upgrade technology but to embed a customer-first approach at every stage of the post-sale process.

This included aligning agent workflows, integrating disparate systems, and ensuring that the executive team could measure tangible improvements quickly. The key objectives were:

Implement a unified CRM and customer experience platform to streamline agent workflows.

Deliver consistent, high-quality post-sale service across multiple B2B2C channels.

Enable rapid onboarding of products and services in partner retail outlets.

Equip agents with tools for efficient query management and tracking.

Demonstrate clear value and effectiveness of the transformation to the executive team and partners.

Desafíos y soluciones

The fast-growing B2B2C model of i-surance, combined with the complexity of integrating multiple partner channels, created significant operational and technological challenges. Redk helped design a solution that addressed these challenges in three dimensions: design, technology, and data.

Desafío

Solución

Desafio

Non-integrated systems slowed agents and reduced customer satisfaction.
Need to demonstrate rapid benefits of transformation to executives and partners.
Agents required retraining to adopt new workflows and technology.
Rapid product launches across partner retail outlets (tyres, electronics, mobile phones via Fnac, hearing devices via Boots).
Maintaining excellent customer experience during high-volume, multi-country operations.

Solución

Implemented Zendesk as a single-platform solution, consolidating all customer interactions and processes.
Launched a minimum viable product (MVP) to build momentum and validate impact quickly.
Comprehensive retraining programme conducted alongside process redesign.
Standardised processes and integrated CRM platform enabled fast onboarding and efficient claims management.
Streamlined ticketing, integrated virtual telephony, and clear task tracking empowered agents and improved end-customer satisfaction.

Resultados

The transformation delivered measurable and strategic outcomes that enhanced both operational efficiency and customer experience. By consolidating all customer interactions into a single platform and standardising workflows, i-surance empowered agents to respond quickly and consistently while providing executives with clear insight into operational performance.

Operational efficiency

Agents now work seamlessly through a single platform, with clear visibility of assigned queries and required actions.

Faster response times

Previous inefficiencies, such as searching through emails, were eliminated, allowing agents to handle customer requests more effectively.

Enhanced customer experience

Customers benefit from rapid onboarding, simplified products, efficient claims processing, and consistent post-sale support.

Integration of advanced features

Virtual telephony and consolidated ticketing improve both agent workflows and overall service delivery.

Scalable platform for growth

The solution supports i-surance’s B2B2C expansion across multiple countries and partner channels, enabling continued growth and operational excellence.

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Sobre la compañía

i-surance

i-surance is a next-generation B2B2C digital insurance platform that provides personalised insurance products and claims management services. Launched in 2012, the company has grown to over 500,000 active contracts across 15 countries, with more than 90 employees. i-surance partners with high-street retailers to deliver rapid, high-quality insurance solutions in four key verticals: tyres, electronics, mobile phones (via Fnac), and hearing devices (via Boots).

Industria

Insurance

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