Fidelity Life, the largest locally operated life insurer in New Zealand, has successfully launched a new PureCloud telephony system that will eventually help the company provide its customers and independent financial advisor partners with an improved experience. Delivered in just eight weeks together with partners Spark and CCL, PureCloud is the final iteration of the infrastructure roadmap of Fidelity Life. Plus, another step in the ambitious five-year transformation of the business underpinned by Project Watson, a $25 million investment in a new architecture for Microsoft Dynamics 365.
Kath Johnson, Chief Operating Officer of Fidelity Life, says that PureCloud is a major leap forward in the telephony capacity of the company, enabling it to keep up with the changing needs of customers.
“Our customer-focused transformation requires us to gain a deeper understanding of our customers so we can deliver better experiences. PureCloud should deliver some immediate benefits for both our customers and advisers, including shorter wait times, fewer abandoned calls, and ensuring the caller gets to the right place the first time,” said Johnson.
“The next phase of the project is really exciting and will see PureCloud integrated with our CRM, allowing us to have a single view of all our customers’ one-to-one interactions with us. Our teams will be able to see each customer’s previous phone, chat, email, and written communications, as well as their policy details, all in one place, and in the future, make it possible to anticipate the nature of their enquiry.
“This level of service is what consumers expect and it’s important we’re able to deliver on that.”
Fidelity Life has also made it possible to name its Microsoft Teams app alongside PureCloud. This means no more deskphones for the company’s 270 employees while they’re in the workplace and a smooth experience for clients and advisors-even when workers are working from home.
Project Watson is named after the pioneering spirit of Gordon and Shirley Watson, the pioneers of Fidelity Life. In July 2020, the company announced the successful completion of the schedule and budget of Project Watson’s first pilot phase. In the second half of2021, the larger second and final stages are on track for completion.
The five-year transition plan of Fidelity Life seeks to achieve sustainable growth and is based on the principle of reimagining life insurance for New Zealanders.