Opportunity
As Israel’s largest insurance and finance group, Harel Group has 1,900 agents spread across six locations. Given the company’s breadth of products, including health insurance, life and non-life insurance, pension funds, mutual funds, and more, the company’s contact center handles inquiries spanning every stage of the product lifecycle. From providing information and generating sales leads, to assisting with claims and payments, to helping customers with the company’s digital channels, Harel Group’s customer experience (CX) team needs to be always on, responsive, and armed with the right know-how and information.
Until recently, Harel Group relied on a customer relationship management (CRM) platform to gather business intelligence and insights. However, with a growing business and customer base, it became clear that richer insights were needed to tackle critical business challenges including call efficiency, customer satisfaction, and churn. It also wanted a deeper understanding of why its customers were calling, what their pain points were, and what could be done to improve CX and drive digital transformation and efficient self-service.
While the company knew that customer calls contained valuable insights, the sheer volume of calls and subsequent insights meant the CX team needed a more robust system that would be sophisticated enough to deliver real-time analysis with speed, depth, and clarity.