Citizens Property Insurance Corporation
Citizens Property Insurance Corporation offers insurance products to homeowners living in high-risk areas and to others who cannot find coverage in the private insurance market. The company decided to move its Operations Center to a new location in Jacksonville, FL. The Operations Center included a Data Center and the organization’s 150-seat Call Center. PowerHouse facilitated the acquisition of a new phone system that would allow Citizens to connect its Operations Center to its corporate headquarters in Tallahassee as well as to its Storm Operations Centers that were built (as needed) to handle hurricane claims. Citizens looked to VoIP for flexibility in servicing customers, particularly in the event of a catastrophic hurricane. The outcome was a Siemens HiPath 4000 converged VoIP/TDM system that serviced four locations and approximately 1000 users.
Insurance Corporation of British Columbia
The Insurance Corporation of British Columbia (ICBC) is the sole provider of automobile insurance in British Columbia. ICBC looked to PowerHouse to develop a Voice Technology Infrastructure Blueprint for its new consolidated Call Center as well as support additional Call Center business initiatives. In a long-term project, PowerHouse completed a comprehensive analysis of ICBC Customer Care divisions. We examined the entire division’s workflow, management structure, technical infrastructure, and operational procedures. PowerHouse also developed a Strategy Plan for the Customer Care division to emerge as a strategic asset to the corporation as a whole.
Travelers Life and Annuity
PowerHouse collaborated with Travelers Life and Annuity in evaluating its Retail Annuities Call Center operation. The goal of the engagement was to assist the organization in achieving best in class for its Call Center. Our comprehensive Operational Assessment covered strategic planning, organizational design, technology, hiring and retention, processes and procedures, call handling, quality monitoring, and training. Both short- and long-term recommendations were presented; these formed the basis for further planning and decision-making.