Case Study: a fortune 500 global insurance company delivers 3,000 coaching sessions with Intradiem

Customer Service Teams See Drastic Productivity and Engagement Improvements

Fortune 500 Global Insurance Company used Intradiem’s customer service automation platform to address manual workforce management processes that were slowing operations. Supervisors had limited visibility into hold time and after-call work, agents were getting stuck on long calls that delayed breaks, and communication between supervisors and agents was too slow.

Intradiem implemented its real-time automation solution in just three months, with a phased rollout and minimal technical resources. The company used it to automate handle time management, training and wellness breaks, attendance, adherence updates, and coaching, resulting in more than 3,000 coaching sessions delivered, 2,555 wellness breaks, 37,500+ adherence updates, 3,500+ attendance status segments loaded, and a 31% reduction in stuck-on-call instances.