With around 360,000 customers, INTRAS is one of the largest Swiss health insurance companies. Its aim is to offer customers a top-class service at attractive prices. INTRAS is taking great pains to stabilise insurance premiums, for example by reorganising its customer service centres.
INTRAS employees involved in the company’s core business, checking and reimbursing invoices, needed to be freed up from taking phone calls. This was one of the main aims of the reorganisation. This requirement was fulfilled by setting up four new, regional customer service centres. The pleasing result of this is more efficient processes. Swisscom is supporting INTRAS with three services: virtual telephone switchboards, Business Numbers, and Intertax as a tool for analysis and planning.
An INTRAS manager commented: «Without the virtual switchboard, we could not have implemented our new organisational structure». The benefits of this solution speak for themselves: flexible, location-independent networking of all employees that can be expanded at any time, alongside increased user-friendliness and precise routing of calls. In addition, thanks to the virtual solution, INTRAS managed to avoid large investments in hardware and software for conventional call centres. And, most important of all, customers are continuing to benefit from a high quality of advice.
«Thanks to Swisscom, we were able to successfully implement our new organisational structure.»
Michel Liebmann, Customers & Products manager at INTRAS Insurance
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