Nothing is impossible. 100% positive customer feedback on ticket handling.

About the company:

Superpolisa Ubezpieczenia, established in 2014, is one of the largest insurance multiagencies in Poland, offering products from 45 leading insurers. The company specializes in tailoring insurance solutions to individual customer needs, providing a wide range of options, security, and convenience. Superpolisa offers motor, health, property insurance, as well as comprehensive solutions for businesses. It operates a network of over 400 branches across Poland, and its dynamic growth has been recognized with awards such as Diamenty Forbesa and Solidny Franczyzodawca.

The situation before implementing Thulium:

Before implementing Thulium, Superpolisa relied on traditional methods of customer communication. These were replaced by the Thulium system, which included the creation of multiple IVR tree queues to ensure more efficient call center operations.

Main challenges prior to implementing Thulium:

Lack of capability to track and scale handled tickets,
Difficulty in prioritizing ticket handling,
Inability to link related tickets,
No automation in ticket handling processes,
Insufficient analysis of the volume of tickets, handling times, and agent satisfaction levels.

Superpolisa’s primary objective was to streamline the ticket management processes in order to optimize the customer service department’s operations. The focus was on analyzing the quantitative aspects of the handled cases and eliminating the chaos that negatively impacted customer service efficiency.

Solution: Superpolisa decided to implement Thulium to enhance the functionality of the customer service department.

After implementing Thulium, we were able to carefully analyze the volume of incoming tickets, the time it took to resolve them, and the level of agent satisfaction. Since then, the Helpdesk has seen significant growth.

Filip Zaborowski, Sales Support Director at Superpolisa

Thulium implementation:

Superpolisa decided to implement Thulium - an advanced solution for managing customer communication. This decision was mainly driven by the need to streamline ticket handling and enable more detailed data analysis.

Initial Integration

The implementation of ticket creation through the API from internal systems for Insurance Agents,
Integrations utilizing the API of the internal CRM system.
The Thulium system had been used on a limited basis for several years until Superpolisa experienced significant growth and required a more efficient approach to managing increased traffic on the helpline and in handling tickets.

Complete integration

Integration of all communication channels,
Setting up queues on the helpline using the IVR tree,
Utilization of reports.

The full implementation of Thulium took approximately one month from the decision to proceed with the changes, which was related to accurately determining the required number of helpline queues and the scope of their functionality.

At that time, Thulium was one of the simplest and most transparent systems implemented in the company.

Filip Zaborowski, Sales Support Director at Superpolisa

Benefits of Implementing Thulium:

Thanks to the integration with Thulium, Superpolisa gained a tool that enables full management of the customer service department and significantly better control over call center traffic. What has improved?

Improved customer relations: The quality and speed of customer communication were enhanced through the use of advanced reports, missed call alerts, and automatic notifications about new requests submitted by customers.
Categorization of tickets: This allowed the monitoring of the most common ticket topics and identification of recurring issues.
Response time optimization: Thanks to the integration with Thulium, the customer service department is able to respond to customer inquiries and needs much more quickly.
Contact history: By gathering all customer communication and historical information in one place, the company is able to respond faster and resolve customer issues more efficiently.
Focus on data: With the Thulium system, the company is able to analyze data related to helpline performance and the most frequently asked customer questions much more effectively. This allows for better response to customer needs and helps maintain a high level of customer service satisfaction.

I can say with full confidence that without the Thulium system or a similar solution, we would not be where we are today.

Filip Zaborowski, Sales Support Director at Superpolisa

Results / Future Plans:

SuperPolisa has significantly improved the speed and effectiveness of its customer service. With the implementation of Thulium, the company achieved a noticeable improvement in both hotline and ticketing system statistics, as well as in overall customer experience.

100% positive customer feedback on ticket handling.
The average waiting time for a call is just 14 seconds.
With 13 queues in the IVR tree, only 10% of calls need to be transferred to another consultant.
2/3 of all tickets are resolved during the first contact, with response times never exceeding 1 hour.

The implementation of Thulium played a key role in improving customer care, which has resulted in higher customer ratings and stronger, long-term relationships.

The use of IVR queues for better call center management and the implementation of advanced reporting have enabled SuperPolisa to significantly develop its Customer Support department You can also optimize your team's efficiency. Learn more on Thulium>>