Case Study: First Assistance achieves 30% higher contact-centre efficiency and faster emergency response with Mitel

First Assistance - Customer Case Study

First Assistance, which supports insurers and automotive manufacturers with 24/7 emergency travel, medical and roadside assistance across a global network of providers, needed a far more reliable contact centre. High emergency call volumes demanded faster response times, seamless access to call recordings and customer qualification data, and integration with insurers’ Dynamics 365 CRM and custom .NET apps — plus the ability to determine and reach medical personnel regardless of location or device.

Channel partner HiTech Solutions deployed Mitel MiContact Centre with Call Flow Designer (Dynamics 365 CRM integration via OIG), MiCollab and the Mitel Call Recording Suite in under four weeks. The solution delivered optimized call routing and IVR, CRM‑integrated access to recordings and case details, and real‑time presence for medical teams — driving a 30% efficiency gain, faster agent handling, lower costs and improved customer and provider communication while laying the groundwork for further digital initiatives.

First Assistance

Scott Armit

Head of Digital