Case Study: Blue Insurance achieves consistent customer experience and scalable growth with Genesys

Cloud solution assures consistent customer experience

Blue Insurance, founded in 2003 and now Ireland’s leading personal-lines insurer, needed to support rapid growth into new markets (pet, gadget, marine, home and motor) while improving customer experience and reducing dependence on third-party contact center suppliers. The company sought a future-proof, flexible contact center to scale operations and deliver consistent service as it expanded.

Gema Consulting deployed the Genesys cloud Customer Experience platform with out-of-the-box CRM integration, omnichannel routing, dashboards, quality management and workforce optimisation. The solution gave Blue Insurance greater control over service levels, improved reporting and advisor productivity, automated lead transfers to Salesforce, ensured compliance through call recording, eliminated on-premises capital expenditure and delivered a projected 10% headcount saving while enabling scale from 40 to 200+ advisors.

Blue Insurance

Shane Kinahan

Head of Contact Centre