Trupanion Turns to Aspect Software to Help Deliver Omni-Channel Communications, Exceptional Customer Care in the CloudDate: 2/13/2014, Phoenix, Arizona
- Leading pet insurance provider selects Aspect’s contact center and workforce management solutions in a fully-hosted cloud environment
- Omni-channel customer service, effortless blending inbound and outbound, email and chat
- Customer data delivered through Microsoft Dynamics CRM creates personalized customer connections, faster response
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions today announced Trupanion, a leading provider of medical insurance for pets, implemented Aspect’s full suite of customer contact and workforce optimization solutions in Aspect’s fully-hosted cloud environment. The solution helps the company deliver on its “We do Happy” pledge of exceptional customer service.
With rapid year-over-year growth and a mission of keeping its contact center at the center of the customer experience, Trupanion recognized the need to replace disparate contact center technology with a unified solution for all its customer service operations. After extensively reviewing several other vendors, Trupanion selected Aspect’s hosted solution for its ability to provide an omni-channel solution, where customers are able to seamlessly move across communication channels while interacting with the same agent.
“We chose Aspect’s hosted offering because it meshed very well with Trupanion’s cloud strategy,” says Adrian Dupre, Director of Infrastructure in IT at Trupanion. “With a relatively light IT department, we needed contact center technology that could support future growth without increasing costs. Aspect Hosted allows us to focus on our core competencies while Aspect takes care of the servers, the storage, and the applications.”
Since deployment, Trupanion experienced many benefits in efficiency including the ability to better utilize skills-based routing. Almost overnight, Trupanion shaved 30 seconds off average wait time without adding staff or changing schedules by leveraging skills-based routing. With Aspect’s omni-channel capabilities, customers can seamlessly move from chat to a phone call and connect to the same agent enabling them to pick up where they left off without starting over or having to repeat details. Aspect technology has also drastically helped Trupanion improve timeliness of email responses and stay within service level goals.
Aspect Workforce Management makes it possible to successfully forecast future staffing needs and hire and staff schedules to ensure low wait times for customers. Also included in the solution was Aspect® Unified IP® with inbound/outbound voice, email, and chat, Aspect® Workforce Management and Aspect® Quality Management.
“With recent acquisitions and technology innovations, Aspect is significantly changing the contact center-in-the-cloud landscape, delivering versatility, scalability and market-leading deployment flexibility without sacrificing performance,” says Chris Koziol, President and General Manager, Interaction Management, Aspect. “It has been a real pleasure working with such a customer-obsessed company as Trupanion and their culture of putting customers in control of their service interactions. We’re thrilled that Aspect Hosted gives Trupanion the reliability, scalability and security to free up resources that can be used to help meet their customer experience goals.”
To view the video case study visit: http://www.youtube.com/watch?v=ucjUgDM7W-I&feature=c4-overview&list=UUpTN_FEwnK1SGT-ZtisUV1g
Trupanion is an industry leader in pet insurance, offering cat and dog insurance in the United States, Canada and Puerto Rico with the mission of delivering financial peace of mind to pet owners. Trupanion offers a simple, customizable pet insurance policy with 90% coverage for diagnostic tests, surgeries, medications, hospital stays, and alternative therapies for the treatment of injuries or illnesses. Trupanion’s policy includes coverage of hereditary and congenital conditions with no payout limits per incident, per year, or over the lifetime of the pet.
In the United States, Trupanion is underwritten by the American Pet Insurance Company, which has earned a Financial Stability Rating® of A, Exceptional; from Demotech, Inc. In Canada Trupanion is underwritten by Omega General Insurance Company. Trupanion is a founding member of the North American Pet Health Insurance Association (NAPHIA), demonstrating a commitment to high standards and transparency in all actions and products. For more information please visit Trupanion.com.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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