How Allianz Direct partnered with Sabio to implement Twilio Flex’s disruptive CX solution that now allows them to innovate at a revolutionary pace.

For Allianz Direct, it is crucial to transform (business) operations to make insurance products and services as easy and intuitive as possible for customers across Europe.

The Challenge

Allianz Direct needed to transform its contact centers to enable agile transformation across the enterprise.
The insurance company knew that it was not enough to just replace the technology platform if they really wanted to realize an agile way of working. Instead, the challenge was to rebuild and transform the contact center operations.
The ultimate goal was to deliver and continue to deliver improved service to customers.

The Solution

Together with Sabio, Allianz Direct has successfully implemented a disruptive Customer Service (CX) solution powered by technology from Twilio, Amazon Web Services and Azure. Supported by Sabio and their own flexible software development team, Allianz Direct is now able to implement innovation in the contact centers at an unprecedented speed. By working with Flex, the company can effectively own the technology roadmap and the developers can better align with the agile CX process that is desired.

The Results

By fully utilizing the latest Flex-based programmable contact center solution, Allianz Direct now has an agile model. Allianz Direct can now innovate super fast. The main advantages are:

• Realizing a flexible approach in all European CX activities.
• An improvement in the First Call Resolution – from 2.2 times per subject to 1.2 / 1.3.
• Winning the ‘Most Effective Business Transformation Program in Customer Service’ award at the 20th edition of the ECCCSA awards.