The recently launched sustainable insurance company, The Green Insurer, has chosen Contact Centre specialist IPI to deliver its omnichannel strategy. The forward-thinking insurer will use IPI's cloud-based Contact Centre as a Service (CCaaS) solution, ElasticCX, providing scalability for future technological expansions and flexible customer contact.
IPI announced on 7 December 2023 that ElasticCX CCaaS has become operational across The Green Insurer’s entire customer service team following an agreement for an initial five-year contract. This software solution will handle the telephony and web chat capabilities of the company, offering the customers an array of choices for contacting the company, including an in-queue call-back function.
ElasticCX CCaaS is cloud-powered, allowing The Green Insurer’s fully remote workforce to work from home quickly and easily. The software also enables any necessary system adjustments in response to real-time events. As part of its scheme to enhance secure practices, The Green Insurer has incorporated IPI's secure payment solution, IPI Cloud PCI, powered by Dubber. This solution uses DTMF suppression technology to mask the audio signals generated when customers key in numbers on their phone keypad while making a payment, thereby reducing the risk of payment information being intercepted or hacked.
Paul Baxter, CEO at The Green Insurer, explained, "As we launch into the insurance arena it is absolutely essential that we have the best partners by our side. We have selected IPI because we believe that through its technology, we can offer our customers the best customer service possible. We look forward to developing our relationship and continuing to work closely with the team over the next five years."
The ElasticCX CCaaS has been integrated with other key platforms within The Green Insurer's system, providing a seamless service. The solution has been developed to allow users access to next-generation technology within a completely scalable solution. The Green Insurer is expected to benefit from its extensive features, enabling it to widen the solution's scope to include tools like chatbots in line with the business's future requirements.
Stephen Murray, CX Solutions Director at IPI, shared, "It is exciting for us to partner with The Green Insurer as it launches into the marketplace. The company offers a unique and valuable proposition to consumers and we are honoured to play a part in the delivery of such a service to customers. The team clearly has great vision, and we are excited to see this brought to life through the use of ElasticCX CCaaS."
The Green Insurer seeks to provide customers an opportunity to purchase eco-friendly, carbon offset car insurance, believing that their innovative solution is unique in the UK motor insurance market. Their insured customers can track their journeys, monitor their driving habits, and view their 'Green Driving Score' using The Green Insurer App. The Green Insurer has also initiated the B Corp Certification process, demonstrating its commitment to being held accountable for business actions.