Case Study: Allianz Direct achieves software-speed contact centre innovation with Sabio

How Allianz Direct worked with Sabio to deploy a disruptive CX solution – powered by Twilio Flex – to deliver contact centre innovation at revolutionary pace

Allianz Direct, the European digital insurance provider, wanted to transform its contact centre operations to support a more agile, customer-first way of working across multiple countries. To do this, the company partnered with Sabio and used a Twilio Flex-based programmable contact centre platform to replace legacy, top-down, multi-tool operations and enable faster innovation, better customer experiences, and a more flexible working model.

Sabio helped Allianz Direct deploy a disruptive CX solution powered by Twilio Flex, AWS and Azure, giving the business control of its roadmap and the ability to release improvements daily. The results included first contact resolution improving from 2.2 calls per topic to 1.2/1.3, a drop in agent sickness from 13% to 3%, and an award for “Most Effective Business Transformation Programme in Customer Service.” Allianz Direct also reduced agent logins from around 20 applications to just 2–5, improved Trustpilot to 4.2, and enabled rapid homeworking during COVID-19.

Allianz Direct

Bart Schlatmann

Chief Executive officer