Case Study: Old Mutual cuts quoting time from 11 to 3 minutes and gains real-time CX visibility with ConnexAI

How Old Mutual gained visibility over their CX processes

Old Mutual, a 175‑year‑old pan‑African financial services group focused on short‑term insurance, needed better change management, visibility and efficiency across its contact centre and sales processes. To address this, they engaged ConnexAI and adopted its Omnichannel and dialler components delivered as a cloud‑based customer interaction management platform to simplify agent workflows and accelerate rollout of business requirements.

ConnexAI’s solution provided live, visual reports and a single interface that surfaces the right customer interactions at the right time, boosting manager oversight and agent productivity. As a result Old Mutual cut quoting time from 11 minutes to 3 minutes, eliminated lost leads and the need for lead auditing (leads are always redialled), and sped up issue resolution — outcomes that ConnexAI says will support a wider omnichannel rollout across back‑office channels.

Old Mutual

Jan Marais

Head of Innovation and Efficiencies