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QIC

Qatar Insurance Company (QIC) is a publicly listed composite insurer with a consistent performance history of over 50 years and a global underwriting footprint. Founded in 1964, QIC was the first domestic insurance company in the State of Qatar. Today, QIC is the market leader in Qatar and a dominant insurer in the GCC and MENA region. QIC is one of the highest rated insurers in the Gulf region with a rating of A/Stable from Standard & Poor’s and A(Excellent) from A.M. Best. In terms of profitability and market capitalization, QIC is also the largest insurance company in the MENA region.

Industry

Financial Services

Country

Qatar

Services

Service

Website

QIC

Challenge

Being and insurance company working across B2B and B2C, it was challenging for QIC to handle customer service across different channel. Not having 360 view of the customer, customer support was not efficient. Call center team was not able to resolve queries over the call, as they lacked quick access to required information.

Solution

We implemented Salesforce Sevice cloud to transform QIC’s customer support. Integrating with existing ERP system brought all the required data in Saleforce, presenting 360 degree information to agent on a single screen. Integrating with Telephony system helped agents initiate smarter and proactive communication with the client, as they could have information of the customer popped up in front of the screen even before they pick up the call. Reporting on every action of agent helped management optimize call center operations.