Case Study: Acorn Insurance boosts call-handling efficiency by 30% with Dynamics Telephony

Manage customer insights and communications in one unified source

Acorn Insurance, a medium-sized insurance company in Ireland, faced significant inefficiencies in its call center. Its telephony system was not integrated with its Microsoft Dynamics 365 CRM, forcing agents to manually log calls and dial numbers. This disjointed process wasted time, led to forgotten follow-ups, and provided no management reporting. Seeking a solution compatible with its Dynamics 365 upgrade, Acorn Insurance partnered with Dynamics Telephony.

Dynamics Telephony seamlessly integrated telephony with Dynamics 365, providing agents with customer pop-ups, automated follow-up emails, and prerecorded voicemail messages. The embedded dialer and reporting tools significantly improved outbound operations. As a result, Dynamics Telephony increased Acorn Insurance's call-handling efficiency by 30 percent and provided managers with the data needed to run operations in a more controlled manner.

Acorn Insurance

Jamie Bell

IT Manager