8x8 helps Mitch Insurance keep its customers covered

The Challenge: Lack of insight, lack of tools

Before making the switch to 8x8, the Mitch Insurance team was unsatisfied with their communications system because it lacked many of the features and benefits that would help the company to go above and beyond for its customers and agents. For example, there was little to no reporting or analytics with their previous system, so things like staffing management were challenging.

Mitch set out to find a more robust solution that could meet their universal communications (UC) and contact center (CC) solution. Their criteria included support for a hybrid workforce, advanced data and analytics, and a wider array of features and tools to simplify workforce management, decrease contact center wait times, and provide a streamlined experience for customers and employees alike.

After exploring various options, Mitch decided to make the switch to 8x8 XCaaS, which included both UC and CC functionality on one integrated platform. The decision came down to 8x8’s flexibility, simplicity, and advanced tools and features.

The Solution: “The flexibility is a big win”

After making the decision to switch to 8x8, Mitch Insurance began the migration process with the help of 8x8’s top-notch support team, including assistance from 8x8 Professional Services at every step of the process.

Mitch moved both its contact center and business communications to 8x8 in order to keep brokers, agents, staff, and customers seamlessly connected. For business communications, Mitch employees use 8x8 Work on their desktops and smartphones, which allows them to work from anywhere, whether at the office, at home, or on the go. And with partners all across Canada, simplified connectivity makes a huge difference for the business.

When it comes to the 8x8 Contact Center setup, Mitch chose a combination of hard phones and softphones, so that agents can work in the way that is most comfortable to them. “I have really appreciated all of 8x8’s tools,” says Scott Logan, Director of Customer Service at Mitch Insurance. “From the call quality to the features to the ease of setting up and managing the system—8x8 has been really great.”

One feature that has made a big difference for Logan and his team has been the option to set up multiple queues in the contact center with 8x8’s Automatic Call Distribution option. This is a feature that they didn’t have previously, and it allows the contact center to direct calls to different agents based on skill level and subject matter, which helps to improve efficiency, reduce wait times, and simplify agent workload.

The contact center team has also cut down on wait times for customers by using 8x8’s call back option. “Our CEO didn’t want our callers to have to wait on the line to speak with an agent,” says Logan, “And 8x8 makes adding a call back option fast and simple.” Now, callers can simply press a button to request a call back when an agent is available, cutting down on wasted time and frustration.

The Result: Greater visibility, productivity, and quality management

After making the switch to 8x8, Mitch Insurance has gained the insight and agility needed to improve the company’s operations and boost productivity.

“We now have much more visibility into our operations than we had with our previous system,” says Logan. “8x8 allows us to see what’s happening, from anywhere.”

Not only does this help with keeping systems running smoothly, but it also revolutionizes the company’s quality management processes. Now, contact center leaders have access to data and information that helps with coaching and training their teams. “We have scorecards built and everyone can go in and see all of those scorecards in one place. It’s a huge win for our team,” says Logan.

In the future, Logan and his team have plans to introduce 8x8 chat on the corporate website and implement 8x8’s CRM offering to further centralize all communications channels. 8x8 Customer Relationship Management is a native application embedded within the agent interface to consolidate contact center tools and customer record data in a single, unified interface. This will help Mitch’s communications stay even more organized, enabling agents and customers to get the information and assistance they need quickly and easily.

“I would definitely recommend 8x8,” says Logan, “without question.”