Case Study: Corona Direct achieves consistent sales growth without increasing staff with Genesys

Genesys helps Corona Direct sell more and automate business processes

Corona Direct is a Belgian direct insurer with about 150 employees and a largely online business model (90% of sales via the internet). Faced with the need to build an omnichannel digital organization, cut response times and boost customer satisfaction — all without significantly increasing headcount — the company centralized its contact center operations and integrated multiple channels and systems.

Corona Direct deployed the Genesys Customer Experience Platform and intelligent Workload Distribution to unify voice, email, web callback, chat and document handling with CRM. Automated routing and workload distribution increased speed and consistency: 80% of calls answered in 20 seconds, 90% of emails replied to within 24 hours and 71% of callbacks returned within three minutes, helping drive an NPS above 42 and roughly 10% annual growth without adding significant staff.

Corona Direct

Philippe Neyt

Commercial Director