Delivering a world class customer experience has been a focus of Digicel since entering the market in 2004. Not only for its own business, but also ensuring that its clients are able to deliver the highest level of customer service, thanks to the installation of the best telecommunications solutions in the market.
A perfect example of this is the recent partnership between the Insurance Corporation of Barbados Limited (ICBL) and Digicel Business, resulting in the former updating its communication system to better facilitate its interaction with customers.
Adrian Beckles, Manager, Technology and Business Solutions, of ICBL explained the importance of this move; “At ICBL, we pride ourselves on keeping abreast of technology so that we can continue to deliver on our promise of always being there when our customers need us most. Unfortunately, we were experiencing challenges with our previous Voice over Internet Protocol (VoIP) phone system which meant we couldn’t deliver on that promise.”
Beckles continued, “With the outdated phone system, we were not able to take full advantage of newer technologies on the market which would enhance our customer experience; so we reached out to Digicel Business for them to design and install as well as train our team to maintain the new system.”
Martin Keogh, Business Solutions Director for the Eastern Caribbean explained, “ The solution we implemented is a state of the art Cisco Unified Communications Manager which gives the company all of the features it requires, plus end-to-end collaboration capabilities which include video conferencing, voice messaging, instant messaging, presence, mobility and more – for every user.”
Commenting on the impact of the new system, Beckles stated that the benefits derived from the upgraded system include improvements in the customer experience specific to the routing and management of calls plus quicker and more effective decision making in the interest of the customer.
“We have received compliments from customers about the enhanced experience so we are very happy to have worked with Digicel Business on this project”, he said.