Case Study: PMC Treize achieves personalized, efficient 100% remote customer service with Vocalcom Salesforce Edition

Generali PMC Treize Fostering personalization and closeness in a 100% remote customer service relationship

PMC Treize, a Generali subsidiary in the insurance industry, manages remote subscription and administration of auto, home and personal injury contracts for a portfolio of 20,000 customers (about 800 interactions/day) with a 40-person team. Facing the challenge of delivering fully personalized, reassuring service in a 100% remote customer relationship, PMC Treize selected the Vocalcom Salesforce Edition contact center solution to embed telephony and customer context directly into agents’ Salesforce workflows.

Using Vocalcom’s native Salesforce integration, automated dialer, IVR/ACD skill routing and real-time dashboards, PMC Treize streamlined agent workflows, improved campaign targeting and gained autonomy to adjust journeys on the fly. Vocalcom’s solution drove measurable KPI gains — higher call pickup rates and NPS and reduced average handling time — while enabling agents to access enriched customer data, focus on advice and rapidly respond to events such as the COVID-19 lockdown.

PMC Treize

Clotilde Bezie

Adjunct General Director