BOLT Insurance

A better way to choose and buy insurance.

  • Industry: Insurance
  • Size: SMB (200 employees)
  • Location: Farmington, CT
  • Use case: Deploy a virtual contact center in multiple locations, integrated with their state-of-the-art cloud insurance platform

The Results

88%
3

The Challenge

For BOLT to deliver an omnichannel customer experience, they immediately identified the need for a new contact center platform. One of the top challenges was to create a virtual contact center environment with a distributed workforce in multiple locations that could deliver service around the clock. 

BOLT’s fast-growing business was demanding faster deployment of agent resources to keep up with growing customer service demand. Business agility became a top priority and challenge for BOLT’s contact center operation. In addition, BOLT’s state-of-the-art insurance cloud platform had to be integrated with the contact center, to enable seamless customer interactions and deliver the best experience possible on every channel. 

The Solution

BOLT selected Serenova’s contact center solution to power their distributed workforce and take advantage of simple and fast deployment.

One of the key factors that won over BOLT was the breadth and depth of Serenova’s features, functionality, and integration capabilities: integrated multichannel capabilities with inbound and outbound voice, chat, email, and social media enabled BOLT agents to deliver a true omnichannel experience that won the company top industry recognition.

BOLT further enhanced their customer experience with advanced routing and queuing capabilities, including in-queue callback option that provides callers the flexibility to receive a callback without wasting time on hold. And with post-call survey integrated in every inbound and outbound call, BOLT has kept a continuous pulse on their customer satisfaction score to stay on top of their game.

Benefits Realized

Quick Deployment

BOLT was able to deploy customer service centers in three different states in a matter of months.

Increased Customer Satisfaction

Serenova platform features including post-call survey and in-queue callback enabled BOLT to achieve Net Promoter Scores (NPS) of 88% and leapfrog the competition with outstanding customer experience.