Nordic insurance company integrates new Facebook customer service channel into contact centre

Oct. 24, 2012 - PRLog -- At the same time the two companies have signed an agreement to develop full integration of Facebook with Connect from Intelecom.  

A customer of Intelecom since 2006, If made the decision to upgrade Intelecom Connect as the company has seen the use of its Facebook page for customer service increase along with the number of calls it receives.  

Svein Ivar Aadnøy Larsen, CIO of If Norway said, “With our high volume of customer calls, it is essential that they are handled in a structured way using technology that can deal with the complexities of high traffic and integrate seamlessly with other business-critical systems.  We have had a very good experience of using Connect, which is the foundation of our customer service. Social media is now part of our core business.”

Hans Olav Bakaas, Director Business Development at If Norway added, “As a company If has adopted a policy to be available to customers wherever they are.  Continued focus on Facebook as a full customer service channel is therefore a natural extension of our customer offerings”

Connect is an Intelecom’s host contact centre application developed specifically to meet customer requirements and can be integrated to work within any software or hardware environment.  Connect is currently used by over 350 companies in Europe and the UK.  

Torkel Engeness, CEO of Intelecom Group AS continued, “The increased use of social media is evidence that customers are keen to access information via customer forums and online recommendations in addition to traditional communication with organisations via a website, call centre or face to face. The integration of Facebook into our core Connect platform is part of the evolution of our market-leading customer solutions.  We are delighted to work closely with such a talented and progressive partner to develop new a customer channel and further enable customers to choose their preferred method of communication, whether by voice, web chat, email, SMS, fax or social media.”  

To learn more about the transformation of today’s contact centre, download a copy of Intelecom’s latest white paper entitled “The cloud comes calling” at www.intele.com

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About If
If is the leading property and casualty insurance company in the Nordic region serving 3 million private customers and 320,000 corporate clients in Denmark, Finland, Norway, Sweden and the Baltic countries. It receives around 1.4 million claims every year and handles more than half of them within 24 hours.  If prides itself on fast and efficient service with 9 out of 10 clients who have had a claim awarding the company top marks for its excellent claims administration.  

With 6,400 employees, If is headquartered in Stockholm, Sweden and has branch offices in France, Germany, The Netherlands and UK.

If is a wholly-owned subsidiary of Sampo plc which is listed on the NASDAQ OMX Helsinki Stock Exchange  
For more information, please visit www.if-insurance.com  

About Intelecom
Intelecom is a leading service provider of location independent hosted communications technology.  With over 14 years’ experience, Intelecom was one of the first developers of cloud based contact centre solutions.  Highly flexible and scalable Intelecom’s technology can be adapted to accommodate one to several thousand concurrent agents or callers to any telephone, any location and integrates to multiple applications seamlessly.

Intelecom’s hosted contact centre application Connect is tailored specifically to meet customer requirements and can be integrated to work within any software or hardware environment.  Connect delivers the option to manage phone, e-mail, Chat, SMS, Web and social media enquiries through one queue and one interface with real-time visibility of agent activity regardless of location.  Intelecom’s web based statistics provide users with instant access to pre-defined reports and bespoke report generation to support efficient business planning.

Today Intelecom serves over 2000 customers, 900 of which are relying on Intelecom’s cloud based contact centres. Total revenue is GBP 53 million with a healthy 14% EBITDA.

For more information please visit www.intele.com  or contact:

Georgette James

Intelecom UK Ltd

T: +44 (0) 845 080 3070

E: georgette.james@intele.com

Press contact: Mary Phillips/Andreina West

PR Artistry Limited

T: +44 (0)1491 639500

E: mary@pra-ltd.co.uk