(Interior of Clal Insurance’s offices in Tel Aviv. Source: Forma.)
Clal Insurance, a Tel Aviv, Isreal-based multiline insurance and long-term saving products, has implemented KMS lighthouse’s (Toledo, Ohio) software within the its customer service department to significantly improve customer service representatives’ interactions with customers. The project was completed within three months, according to a vendor statement.
Clal chose Lighthouse as its knowledge management system for the solution’s ability to provide consistently accurate answers to customer questions; a strong search engine, and an intuitive-user interface, according to the vendor. Lighthouse, which provides real-time access to information that CSRs and sales agents need, enables company employees to consume organizational knowledge quickly, by receiving quick answers to questions, comparing items and using procedural scenarios.
“Clal Insurance is constantly working to improve the technologies available to the company’s customer service teams,” comments Liat Strauss, SVP and Director of Service, Clal Insurance. “The Lighthouse system will enable representatives to easily access huge amounts of information, efficiently and quickly.”
Real-Time, On-the-Spot Access
KMS describes the Lighthouse knowledge solution as improving performance and productivity by providing agents, customers and managers on all channels with real-time and on-the-spot access to all the information they need to optimize customer service and to transform customer engagement into sales. Lighthouse is built upon structured business knowledge in a central business repository, which can then be consumed on various channels: in the office, at the store, in the field or self-service.
“I am confident that Lighthouse’s strong abilities enable companies to improve service and sales processes and cut costs; provide consistent knowledge across all channels; quickly train company employees and preserve employees’ expertise, will serve Clal Insurance,” comments Yossi Caspi, CEO, KMS Lighthouse. “We thank them for their trust in us.”