HUK24 imple­ments cutting edge response manage­ment system

May 18, 2022

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.

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.