Before implementing Inconcert's solution, Teyamé 360, in its commitment to leading the Digital Marketing sector, faced the challenge of managing activity with a unified strategy that integrated multiple communication channels (phone, social media, chat, etc.).
Teyamé, in its goal to increase their teams' productivity and reduce acquisition costs , required a solution that covered all key areas of the customer lifecycle, from marketing campaigns to sales and after-sales. Furthermore, with this strategy, it aimed to drive automation at all levels to achieve efficient management of all customer interactions.
Teyamé 360 decided to implement an omnichannel management solution provided by Inconcert, which includes the Inconnect, Infunnel, and Insmartbot products. This ecosystem allows for the joint integration of all communication channels (IP voice, chat, WhatsApp, social media, email, web, and SMS) into a single platform, optimizing customer experience and operational efficiency.
Key features include:
- Interaction automation through conversational IVR, automatic dialers, and GenAI-powered chatbots.
- Social media integration and platforms like Google, Meta, and TikTok for data verification and updates.
- Intuitive user interfaces designed to improve productivity with integrated analytics, agent monitoring, and reporting.
Thanks to the implementation of Inconnect, Teyamé 360 experienced significant performance improvements throughout the entire customer journey, as the customer experience was optimized in all areas, simplifying interaction processes and increasing ROI. Furthermore, it achieved a higher return on leads with the same investment, reducing acquisition costs by 32%.
Customer service personalization based on the entry channel was achieved in 92% of interactions, and response time was significantly reduced to 30 seconds from lead reception. Thanks to this solution, Teyamé 360 achieved enhanced online measurement capabilities for incoming leads, and optimized management of these leads.
Consequently, implementing Inconcert's omnichannel solution enabled Teyamé 360 to achieve high efficiency in its contact center, optimizing the customer experience and increasing the profitability of its operations. These advancements have solidified its position as a leader in customer acquisition within the insurance sector, meeting and exceeding its set objectives by 37%.
