Santalucía optimizes its customer service with Inconcert's omnichannel technology

The project was born out of Santalucia's need for Streamline The Commercial Treatment of Your Digital Leads, improving service times and user experience. SIS (Intermediation Services of Santalucía) is a recently created company belonging to the group that manages the telephone sale of insurance.

The company needed to carry out a comprehensive and homogenous management of all potential customers, link multiple recruitment and sale forms used in their landing pages and digital channels, achieve a Strategic and Dynamic Distribution between two telephone sales management companies, apply variables in the balancing layer depending on the specialization, performance and profitability of each contact center to ensure satisfactory levels of service, dynamically manage traffic through different segments and audit all sales made and the performance of BPOs.

One of the main challenges was Starting from a working system of processing leads from the client's Digital Business with an external provider, where it was necessary to add a new company from Grupo Santalucía to service these leads. Not only was the initial traffic balancing layer incorporated, but also all the technological capabilities to manage sales opportunities, in addition to applying the expertise of a group company in traditional telephone sales to Santalucia's digital leads. Added to this was the complexity of coordinating requirements due to the legal characteristics of the integration of two different BPOs into lead management.

The implementation of Infunnel allowed the company to create a detailed and adaptable sales cycle capable of improving results at all levels; automate marketing strategies with audience segmentation, dynamic lead distribution workflows, nutrition, contact and lead scoring; intelligently optimize business processes, freeing up resources and time; and control all global operations from a centralized dashboard.

A differential part required by Santalucía was Give priority to immediate attention to incoming calls. For this purpose, the balancing system makes it possible to check the availability of agents to handle these types of interactions based on their operational capacity or specific abilities of each BPO. Leads can also be strategically balanced to trigger campaigns according to their origin, status, profitability and a series of pre-configured variables, and the distribution can be easily modified at any time.

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In this way, the sales funnel was optimized, providing strategic automations, immediate and personalized attention, with a unique history of all interactions regardless of the channel used by the lead. The tool also provides Scalability to add new types of traffic, incorporating other digital sources, as well as balancing new channels to multiple management providers.

Based on a Unified Interaction History, with real-time data on lead conversions and costs, detailed statistics were obtained to take Better Data-Driven Decisions. This resulted in greater sales efficiency and the intelligent optimization of processes for Save Time and Resources.

Thanks to dynamic lead distribution, Inbound calls are answered Immediately, the Waiting Time Click to call is less than 5 seconds and abandonments were minimized. It also made it possible to provide a 100% personalized experience.

In turn, all the implemented processes have the CCSK certificate and ISO 27001, as well as compliance with the GDPR and the highest safety standards.