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Expanding Contact Center Capabilities While Reducing Cost for an Insurance Organization

Client Overview

  • Industry: Insurance
  • Organization Size: 500 users
  • Project Scope: CCaas, UCaas
  • Industry: Insurance
  • Organization Size: 500 users
  • Project Scope: CCaas, UCaas
  • Stakeholders: CFO, CIO, Director of Operations, Executive Leadership

The Challenge

An insurance organization operating a first-generation hosted contact center platform faced growing limitations in capability, flexibility, and integration. The existing platform lacked omni-channel capabilities and a modern reporting and management interface. Leadership needed to expand customer engagement channels and modernize internal communications—without increasing cost or introducing operational risk.

At the same time, decisions required alignment across IT, finance, and operations, with clear visibility into long-term cost, scalability, and performance.

Norstar’s Advisory Role

Norstar served as an independent advisory partner, guiding the organization through platform evaluation, requirements definition, and commercial alignment across both Contact Center and Unified Communications initiatives.

Key advisory contributions included:

  • Identification and prioritization of functional, operational, and financial requirements across CX and UC
  • Attended meetings and met with existing carrier to assist with redesigning existing network architecture for optimal performance
  • Evaluation of modern cloud contact center platforms against scalability, integration, and performance criteria
  • Expansion of customer engagement capabilities including predictive outbound dialing, SMS, and chat, integrated with the organization’s CRM
  • Alignment of contact center and Microsoft Teams strategy for more than 150 back-office users
  • Financial and commercial analysis to reduce long-term costs while increasing platform capabilities
  • Executive-level alignment across IT, finance, and operations to ensure smooth execution

The Outcome

  • Significant expansion of contact center and customer engagement capabilities
  • Seamless integration of voice, outbound, messaging, and CRM workflows
  • Unified communications strategy leveraging Microsoft Teams supporting both customer-facing and internal users
  • $780,000 in cost savings realized over the term of the agreement
  • Improved operational flexibility without increasing platform complexity or risk

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