Customer care automation and management

Multinational insurance service company

Main Challenges

  • Improve call center productivity, reducing Average Call Duration (ACD) and Mean Time to Resolve (MTTR)
  • Business process optimization and automation
  • Telephony cost reduction
  • Reduction of customer complaints regarding operators’ mistakes
  • Restructuring and broadening EAssist application, making it more flexible and scalable to support new customers and operations in new lines of businesses

Implemented Solution

  • EAssist was developed on top of BMC Service Request Management (SRM) which, in turn, uses BMC Remedy AR System.
  • This solution support the decision making process on any given request.


“Besides reducing the average call duration, the customizations performed by Icaro Tech on top of BMC SEM gave us more flexibility to incorporate new customers or products in each line of business on the platform”. – Ulisses Campos, IT Director, Europ Assistance

Achieved Results

  • Upgrade of EAssist – new architecture to enable greater scalability to support new customers and new lines of businesses
  • Average call duration reduction and greater support to the decision making process by call center agents
  • More flexibility to incorporate new customers and products on the platform
  • Improvement of the quality of service in the service desk, reducing rework


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