Infomate Group News
Allcare Insurance move to the future with a 3CX phone system
13/03/2009
As one of Malta s foremost insurance agencies Allcare Insurance Agency provides innovative solutions for their customers, distributors, business partners, and the general public.
In early 2008 it was evident that the organization had outgrown their proprietary PABX system. Mr. Mark Camilleri, Operations Manager, explains that with a staff of 60 and growing, they literally grew out of their proprietary PABX phone system connecting 55 sets (analogue and digital).
"We needed to add numerous other extensions but cards could not be added to the PABX mainboard. In addition we were severely restrained by lack of functionality . We had no other alternative but to change the whole PABX system." That is when Allcare looked into the possibility of moving away from a traditional PABX to a software based solution.
The advantages of implementing software based system, such as 3CX were clear from the outset. Allcare needed a system that was flexible, robust, easy to manage and cost effective. In addition Allcare wanted to move away from proprietary solutions and into an open Windows environment. 3CX met all these requirements hands down and Infomate Limited, local reseller of 3CX was given the green light to proceed with the project.
This involved the setup of the 3CX Phone system, together with 60 Cisco SPA922 phones and 2 SNOM 370 IP phones. The system is connected to an E1 from local telecom provider GO Mobile through a Patton Smartnode SN4960 VOIP gateway.
The entire team worked hard to iron out any teething problems as it was especially important the transition would be transparent to the calling customer. In the words of an Allcare executive, "We understand what you expect when it comes to insurance; coverage that suits your lifestyle; service that obtains consistently high marks; no unpleasant surprises at the time of submitting a claim." Since a large percentage of callers are phoning in claims, and therefore the phone system had to deal with a high volume of calls, this was an especially critical scenario in which going live and retaining a high level of service would be a duality that had to be maintained.
From day one of implementation Mr Camilleri could experience first hand the autonomy and freedom that came without having to rely on third parties or complicated procedures to add and remove extensions. "Because of the distribution of work load in a call centre, personnel are in constant flux. With 3CX Phone System, all a person needs to do is to move his phone and connect it to wherever he needs without having to change anything to the PABX or rely on specialized IT staff. This is as a direct consequence of the set itself containing the extension number and not the PABX." A valuable feedback from Allcare about the integration of headsets has resulted in better optimization of this function in edition 7.0 of 3CX Phone system.
Furthermore, Mark finds the overall management of the system painless, due to its windows based environment. Coupled with the strong financial savings over a traditional system, it is not incidental that a company whose core expertise is underwriting personal and liability insurances has opted to leverage the low-risk, high-gain technology of 3CX Phone System.
For more information on 3CX contact Infomate Limited on sales@infomate-malta.com
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