Clal Insurance ensures satisfied clients and revolutionizes it knowledge center to deliver consistent and quick answers to customers

5-10 sec
reduce hold time by
1,800
insurance agents
Background

The Clal Insurance Enterprise Holding group is part of the IDB Group, one of Israel's
largest and most influential conglomerates. Its line of business includes insurance and
long-term savings, including non-life insurance, health insurance, pension and provident
funds for private and corporate customers. The group holds a 16% share of the Israeli
insurance market; employs 4,200 people and collaborates with 1,800 insurance agents.

With Lighthouse, Clal insurance agents are now able to compare products on the fly and provide relevant information.

Challenge

Prior to implementing Lighthouse, Clal Insurance was using a different
solution which failed to deliver results for
rapid and consistent information retrieval.
Additionally, updating information in the old system
was complex. Insurance agents
were spending a long time searching for and attempting to access
relevant information, leaving their customers waiting
endlessly for answers. The agents were unable to
compare sales products, and had inaccurate search
results with irrelevant segmentation for various use cases.

Solution

The Lighthouse implementation has enabled Clal Insurance to increase the productivity of agents and contact center employees. The choice of Lighthouse has allowed the Clal to use a common body of knowledge, for all employees and agents. Insurance agents can now seamlessly provide consistent answers with minimal search effort.
Lighthouse solves the problem of improving the efficiency of customer service whilst reducing operational costs. With this innovative solution, agents and customers can get all the information they need in less than 1 second. Clal Insurance has achieved the followings after integrating Lighthouse:

• Up to date real-time knowledge to all system users

• Seamless retrieval of information for end users

• Reduced training curve for new agents on products and services

• New product introductions easy to offer to Clal customers

The Clal Insurance Enterprise Holding group includes insurance and long-term savings, including non-life insurance, health insurance, pension and provident funds for private and corporate customers.

HeadquartersTel Aviv, Israel
IndustryInsurance
TypeB2C