About bolttech
bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. Its unique model integrates three capabilities, namely device protection, insurance exchange, and digital insurance. bolttech powers connections between insurers, distribution partners, and customers to transform how insurance is bought and sold. It serves millions of customers in over 35 markets across Asia, Europe, North America and Africa.
The Challenge – Establishing A Global Omnichannel Platform
In the pursuit of delivering exceptional customer care across borders, bolttech had a clear goal: establish a real-time, omnichannel solution for their in-house agents to seamlessly support customers through voice, chat, and email channels across multiple countries.
The task at hand was crafting a secure, reliable, flexible, multi-tenant customer care SaaS solution that harmonized with bolttech’s existing CRM system. The intent behind this was to help bolttech’s agents better serve its customers.
The Solution – Augmenting bolttech’s Customer Care Support Across Continents
To address the challenge, bolttech collaborated with Blazeclan as their strategic partner. They looked to build a SaaS application, meticulously delving into bolttech’s existing customer support systems.
The response? A robust architecture with a global solution accessible from a singular platform across numerous regions and countries. Leveraging Amazon Connect for voice and chat channels and Microsoft Azure O365 for emails, bolttech seamlessly integrated these solutions. As a result of the collaboration, bolttech’s customer care system became one that transcended borders and met the unique demands of its dynamic business landscape.
"Blazeclan has been a trusted partner on our journey towards building the world’s leading, technology-enabled ecosystem for protection and insurance. We value our collaborative efforts in launching innovative, new products and platforms that support our customer care services. We look forward to seeing how our partnership evolves alongside our business needs in the years to come."
The Benefits
- Unified Global Presence: Established a singular, global platform for bolttech, ensuring a seamless customer care experience across borders.
- Streamlined Customization: Created a single application with simplified customization logic, providing flexibility and agility in serving diverse markets.
- Enhanced Data Integration: Integrated multiple third-party in-house applications, ensuring a rich dataset for resolving customer queries effectively.
- Intuitive User Interface: Featured a user-friendly interface, consolidating all communication channels into a single page for agents, enhancing operational efficiency.
- Multilingual Chat Support: bolttech’s agents could now serve customers in their native languages on various digital messengers, expanding the reach and accessibility of their services.
- Increased Productivity: The algorithms optimized task assignments across different channels, leading to improved agent productivity and streamlined operations.
- Seamless Partner Engagement: The developed application provided a unified platform for users, allowing bolttech to efficiently engage with multiple insurance partners, fostering collaboration.
- Rapid International Expansion: The solution enabled bolttech to connect with customers globally, supporting various digital messengers and facilitating swift international expansion.
- Comprehensive Access: From evaluators to agents and administrators, the solution offered a single platform, ensuring comprehensive access and management of the customer care system.
