HUK24 implements cutting edge response management system

Insid­ers has intro­duced a high­ly effi­cient response man­age­ment solu­tion for HUK24 – with its smart FLOW solu­tion. With around 13 mil­lion insured vehi­cles, the HUK Group is the largest motor insur­er in Ger­many (as of 2020), and the direct insur­ance sub­sidiary HUK24 is also amongst the top 10 insur­ers.

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The vol­ume of cus­tomer e‑mails at HUK24 is high: HUK24’s cus­tomer ser­vice team receives between 4,500 and 5,000 e‑mails a day. This num­ber grows to more than 16,000 e‑mails a day at peak times. As a direct insur­er that oper­ates exclu­sive­ly online, it is part of HUK24’s high cus­tomer com­mit­ment to process its cus­tomers’ con­cerns quick­ly and com­pe­tent­ly. Every sin­gle e‑mail must be sift­ed, dis­trib­uted, processed, and archived. With­out a high-per­for­mance response man­age­ment sys­tem, this would not be pos­si­ble.

Search­ing for a suit­able IT solu­tion – scal­a­bil­i­ty, avail­abil­i­ty, and qual­i­ty were busi­ness-crit­i­cal core require­ments. In addi­tion to the best pos­si­ble sup­port for their cus­tomer ser­vice agents, it was cru­cial to HUK24 that inquiries were auto­mat­i­cal­ly pre-qual­i­fied, so that cas­es could be processed quick­ly.

“Our cus­tomers expect quick feed­back on expressed con­cerns,” explains Mar­cus Hel­big, Infor­ma­tion Tech­nol­o­gy – Appli­ca­tion Devel­op­ment Depart­ment at HUK-COBURG.

“Due to the many thou­sands of e‑mails from cus­tomers per day, we have to place the very high­est demands on our response man­age­ment solu­tion. smart FLOW from Insid­ers Tech­nolo­gies ful­ly met our spec­i­fi­ca­tions.”

Today, HUK24 can offer its cus­tomers a fast and com­pe­tent ser­vice while ben­e­fit­ing from many stream­lined process­es – thanks to pow­er­ful AI. The open struc­ture of smart FLOW ensures flex­i­bil­i­ty in design­ing work­flows and mod­ern soft­ware tech­nol­o­gy allows for the best scal­a­bil­i­ty, robust­ness, and ease of use. The per­for­mance reserves allow for more oper­a­tional reli­a­bil­i­ty even in high-load phas­es. Our solu­tions have already been used in many oth­er parts of the HUK-COBURG insur­ance group, result­ing in cor­re­spond­ing syn­er­gies, par­tic­u­lar­ly con­cern­ing main­te­nance and oper­a­tion.