Reimagining Renewal & E-commerce Contact Centre Operations for an Insurance Provider
Client Overview
An insurance provider relied on an outdated lead management and dialer workflow to manage renewal and e-commerce campaigns. Leads generated across digital channels required manual intervention before reaching the contact centre, causing delays in outreach and reduced conversion efficiency.
The organisation needed a scalable solution to automate lead routing, improve dialer utilisation, and modernise contact centre infrastructure.
Industry:
Insurance
Region:
India
Use Case:
Renewal campaigns, e-commerce lead routing, contact centre operations
Solution Type:
Dialer automation & middleware platform
Challenge
Leads generated from website campaigns were entered into a legacy lead management system that lacked scalability and automation. This resulted in delays in lead actioning and reduced conversion rates.
For renewal campaigns, business teams manually shared campaign data with the dialer, increasing operational effort and creating inconsistencies across outreach workflows.
Additionally, contact centre recording infrastructure required modernisation to support scalability, performance, and cost optimisation.
SOLUTION
We implemented a middleware-driven dialer integration platform that automated lead routing from digital channels into the contact centre. This case study explores how contact centre operations automation helped an insurance provider streamline renewal and e-commerce journeys.
The solution enabled seamless contact centre operations automation across customer touchpoints.
Contact centre recordings were migrated to a scalable cloud storage architecture, improving system resilience while reducing infrastructure cost.
APPROACH
- Built middleware to route website leads into the dialer via the lead management module
- Developed a unified interface to upload campaign leads directly to the dialer
- Automated daily reporting and operational triggers for business teams
- Integrated cloud infrastructure to improve availability and performance
- Migrated contact centre recordings to cloud storage using lifecycle-based cost optimisation
- Implemented microservices architecture to support scalability
TECHNOLOGIES USED
- Java
- PostgreSQL
- AWS
IMPACT
The modernised dialer ecosystem reduced manual effort, improved campaign execution speed, and enhanced contact centre scalability.
Business teams gained faster lead actioning, better reporting visibility, and improved reliability across renewal outreach workflows.
The cloud migration also enabled long-term infrastructure optimisation and increased system resilience.
Reduction in manual operational effort
Improvement in scalability and system resilience
Infrastructure cost optimisation through recording migration
Increase in renewal dialling efficiency
Explore more on how we helped people to grow
March 29, 2025
From Startup to Scale: A Tech Company’s Growth Journey
March 29, 2025
From Startup to Scale: A Tech Company’s Growth Journey
