CLIENT NAME:   FINANCIAL INSURANCE MANAGEMENT CORPORATION
SERVICE:   computer telephony

OVERVIEW
FIMC is a leading marketer of auto club membership, home protection membership, insurance, and warranty products. Located in Sarasota, FL, FIMC operates an inbound call center with approximately 30 customer service representatives who take calls for orders and claims.

BUSINESS NEED
FIMC's business requirements identified the need to streamline customer servicing, providing a superior level of customer care. FIMC also wanted to strategically position itself for the future of e-commerce customer care, CTI, and other applications for its clients. FIMC required a comprehensive call center solution to better manage inbound calls, provide adequate resources, and be able to scale rapidly with the expansion of the business. FIMC selected Capernaum as the vendor of choice to design and implement PBX, ACD, IVR, and voicemail functionality.

SOLUTION
A Capernaum Project Manager was assigned to this implementation to coordinate resources, the design and implementation. After the development of the system specifications, Capernaum installed Interactive Intelligence's Customer Interaction Center (CIC) platform during the fall of 2001. In addition to the implementation of PBX functionality, Capernaum played a major role in the design and implementation of the ACD workgroups supporting English and Spanish speaking membership, and Branch and Sales Support. Capernaum also integrated the existing Exchange platform to provide unified messaging for the I3 switch. This enabled the delivery of voice and fax messages to a unified mailbox for each user.

RESULTS
FIMC has been able to provide superior customer care while optimizing the utilization of customer support representatives. In addition to meeting its immediate needs, Capernaum's work has positioned FIMC for dynamic growth and the ability to create new ACD workgroups in a matter of minutes, and provide management with real time and historical information to effectively manage and plan customer care methods. FIMC is also poised to leverage CIC's open standards platform to add future applications, such as comprehensive call recording, outbound dialing, and multimedia queuing of ACD web chats, emails, and faxes.

TECHNOLOGY
FIMC's communications platform is based on Interactive Intelligence's Customer Interaction Center. As the most advanced and flexible interaction management platform on the market, CIC provides an open software design in one scalable, unified architecture running on a Windows 2000 server. Capernaum designed all of FIMC's call flows using Interactive Intelligence's administrative tools, Designer and Attendant. For unified messaging functionality, Capernaum integrated with FIMC's Exchange 2000 mail server.

back to top