FBD Insurance is Ireland’s largest Irish-owned insurer.

Overview

We created and delivered a way to move FBD’s contact centre and unified communications systems to the cloud, while putting to rest the company’s concerns about migrating this critical infrastructure.


The challenge

FBD has always focused on quality customer service, but the business operates in a competitive sector and is always looking to improve its capabilities. When legacy on-premise telephony and contact centre systems were nearing end of support, the option was to invest in upgrading the old platforms or move the entire communications solution to the cloud. Moving to the cloud would let them be more agile and effective in customer engagements while offering a more omni-channel experience.


The solution

BT’s Cloud Contact was selected as FBD’s preferred solution. The project was an opportunity for FBD to decommission legacy systems by centralising voice services, rationalising phone numbers, redesigning call flows and dial plans, and making the entire communications platform simpler and more cost effective to support. All this was achieved while adding resilience across the entire solution.  Our contact centre platform easily integrated with the FBD’s legacy call recording system which meant previous investments were maintained. Further integrations between its CRM system and the new contact centre solution enabled FBD to manage outbound campaigns with existing customers fluidly, ensuring the highest levels of customer satisfaction and retention. 


The result

Our scalable cloud solution has given FBD more agility while meeting the compliance needs of a heavily regulated sector. FBD is optimised for value, whilst also being set up to deploy new functionality more quickly and as an operational expense.  We have helped FBD advance its business transformation strategy, while fulfilling short-term tactical goals of delivering new services cost-effectively without disrupting the business.

Long term, FBD will never have to plan for complicated and expensive upgrades again; it has a solution that is fully support and maintained by BT. At the same time, successful cloud migration has provided a stepping stone to deploying other new technologies, such as process automation, AI, WebRTC, speech analytics and a range of solutions that will give FBD a competitive advantage in the years ahead.

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