Twilio Case Studies Rapid Deployment of a Remote Contact Center: BGL and Twilio Flex

	Rapid Deployment of a Remote Contact Center: BGL and Twilio Flex Twilio

Rapid Deployment of a Remote Contact Center: BGL and Twilio Flex

Twilio

Technology Category	Sensors - Level Sensors Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Use Cases	Leasing Finance Automation Usage-Based Insurance
Services	System Integration Testing & Certification
Challenge	BGL Insurance, a leading digital distributor of insurance, was faced with the challenge of transitioning its customer service agents to remote work due to the COVID-19 pandemic. The company, which serves over three million customers with their motor, home, and life insurance needs, needed a solution that would allow its agents to work safely from home without compromising the quality of customer service. With nearly 2,000 colleagues across three sites in England, the transition to remote work was a significant undertaking. The company needed to move away from its existing on-premise solution to a fully remote model quickly, without impacting its customers and ongoing operations. Read More
About Customer	BGL Insurance is a leading digital distributor of insurance, serving more than three million customers with their motor, home, and life insurance needs. The company has almost 2,000 colleagues across three sites in Peterborough, Sunderland, and Wakefield, England. BGL Insurance uses its passion, scale, and expertise for the benefit of its customers. The company is committed to delivering the best possible experience to its customers, even in the face of challenges such as the COVID-19 pandemic. Read More
Solution	BGL Insurance turned to Twilio Flex to build a new virtual contact center. In just 8 days, the BGL team, consisting of 25 members, transitioned its operations to a Twilio cloud-based contact center. During this period, 250 new laptops were built, 60 agents were upskilled on web chat, 1,050 desktops were reconfigured, and the team managed to acquire the last 900 headsets in the UK. As a result, 1,200 agents became fully remote for the duration of the lockdown, and all of BGL’s contact centers remained open and serving customers during this time. BGL Insurance is now focused on enhancing its approach and is looking to build on its use of AI for effective routing and increased automation in its voice channels. Read More Log in to view content
Contents

Technology Category

Sensors - Level Sensors

Wearables - Virtual Reality Glasses, Headsets & Controllers

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Leasing Finance Automation

Usage-Based Insurance

Services

System Integration

Testing & Certification

Challenge

BGL Insurance, a leading digital distributor of insurance, was faced with the challenge of transitioning its customer service agents to remote work due to the COVID-19 pandemic. The company, which serves over three million customers with their motor, home, and life insurance needs, needed a solution that would allow its agents to work safely from home without compromising the quality of customer service. With nearly 2,000 colleagues across three sites in England, the transition to remote work was a significant undertaking. The company needed to move away from its existing on-premise solution to a fully remote model quickly, without impacting its customers and ongoing operations.

About Customer

BGL Insurance is a leading digital distributor of insurance, serving more than three million customers with their motor, home, and life insurance needs. The company has almost 2,000 colleagues across three sites in Peterborough, Sunderland, and Wakefield, England. BGL Insurance uses its passion, scale, and expertise for the benefit of its customers. The company is committed to delivering the best possible experience to its customers, even in the face of challenges such as the COVID-19 pandemic.

Solution

BGL Insurance turned to Twilio Flex to build a new virtual contact center. In just 8 days, the BGL team, consisting of 25 members, transitioned its operations to a Twilio cloud-based contact center. During this period, 250 new laptops were built, 60 agents were upskilled on web chat, 1,050 desktops were reconfigured, and the team managed to acquire the last 900 headsets in the UK. As a result, 1,200 agents became fully remote for the duration of the lockdown, and all of BGL’s contact centers remained open and serving customers during this time. BGL Insurance is now focused on enhancing its approach and is looking to build on its use of AI for effective routing and increased automation in its voice channels.

Impact #1	The rapid transition to a cloud-based contact center allowed BGL Insurance to continue providing high-quality customer service during the COVID-19 pandemic. The company was able to keep all channels of communication open and either maintain or improve its customer satisfaction scores. The teams adopted the new system with enthusiasm, demonstrating the effectiveness of the solution. Furthermore, the company is now better prepared for future challenges, with a more flexible model that can adapt to the evolving needs of the workforce and the 'new normal'. The use of AI for effective routing and increased automation in voice channels is also expected to enhance the customer experience.

Impact #1

The rapid transition to a cloud-based contact center allowed BGL Insurance to continue providing high-quality customer service during the COVID-19 pandemic. The company was able to keep all channels of communication open and either maintain or improve its customer satisfaction scores. The teams adopted the new system with enthusiasm, demonstrating the effectiveness of the solution. Furthermore, the company is now better prepared for future challenges, with a more flexible model that can adapt to the evolving needs of the workforce and the 'new normal'. The use of AI for effective routing and increased automation in voice channels is also expected to enhance the customer experience.

Benefit #1	Built a new virtual contact center in 8 days
Benefit #2	Enabled 1,200 agents to work remotely
Benefit #3	Upskilled 60 agents on web chat

Benefit #1

Built a new virtual contact center in 8 days

Benefit #2

Enabled 1,200 agents to work remotely

Benefit #3

Upskilled 60 agents on web chat

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Overview

Rapid Deployment of a Remote Contact Center: BGL and Twilio Flex

Operational Impact

Quantitative Benefit