Insurance company reduces management by 21% and improves NPS 11%

An insurance company, in collaboration with Pentafon, redesigned its service model by implementing an integrated omnichannel strategy with AI, automation, and intent analysis.
This allowed a 21% reduction in average handling time, an 11% improvement in NPS, and a 14% increase in First Contact Resolution (FCR). This initiative was recognized with the 2025 IMT National CX & EX Award.

The Challenge: Managing Multiple Channels Without Losing Consistency

In the insurance sector, customers demand immediate and seamless service regardless of the channel. This insurer faced a fragmented operation where each channel worked in isolation, causing duplicated efforts, overload, and an inconsistent experience.

Strategy: One Flow, Multiple Channels

An omnichannel strategy was implemented to let customers choose their preferred channel while consistently receiving the same level of service, with traceability, automation, and data integration.

Strategic Objectives:

Unify the experience across all channels
Improve first contact resolution
Reduce handling times
Automate interaction classification and response

Key Components:

Integration of WhatsApp, email, voice, and social media
AI-powered bots trained by service type
Speech & Text Analytics to classify intent
Omnichannel platform with full traceability
Unified KPIs by campaign, channel, and agent

Results Achieved

The strategy delivered operational and experience improvements:

-21% average handling time
+11% NPS
+14% first contact resolution (FCR)
+8% perceived efficiency
-17% unnecessary transfers

Omnichannel traceability enabled identification of frustration patterns, improved service flows, and scaling of automated solutions.

Omnichannel models enhance experience while reducing costs, errors, and time. The only way to deliver high-quality large-scale service is to unify channels under a single operational logic.

This strategy received the 2025 IMT National CX & EX Award for its impact on efficiency, traceability, and customer experience in the insurance sector.

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