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Replacing a Legacy Contact Center Platform for a National Insurance Provider

Client Overview

  • Industry: Insurance
  • Organization Size: 400 Contact Center users
  • Project Scope: CCaas
  • Industry: Insurance
  • Organization Size: 400 Contact Center users
  • Project Scope: CCaas
  • Stakeholders: CIO, Contact Center Leadership, Sales Leadership

The Challenge

A national insurance organization operating a legacy contact center platform needed to modernize customer and sales engagement capabilities while controlling long-term cost. Leadership required a clear view of available cloud options, integration capabilities, inbound voice, email, chat, SMS, social channels, outbound dialer capabilities, quality assurance, workforce management, and multiple core platform integrations.

Given the scope and visibility of the initiative, alignment across executives, IT, sales, and contact center leadership was critical to making a confident platform decision.

Norstar’s Advisory Role

Norstar served as the independent advisory partner throughout a highly visible evaluation process, ensuring executive alignment, structured decision-making, and commercial clarity.

Key advisory contributions included:

  • Facilitation of weekly executive-level working sessions involving more than 26 stakeholders across IT, sales, and operations
  • Structured platform evaluations and live demonstrations aligned to documented use cases
  • Translation of business and sales workflows into platform requirements
  • Evaluation of scalability, reliability, and integration considerations for a modern cloud contact center
  • Financial analysis and commercial negotiation to reduce long-term platform cost
  • Ongoing executive communication to maintain alignment and momentum throughout the evaluation

The Outcome

  • Selection of a modern contact center platform aligned to sales and service workflows
  • Strong executive alignment and confidence in the final platform decision
  • Improved visibility into long-term cost, scalability, and performance tradeoffs
  • $450,000 in cost savings realized over three years
  • A clear, structured foundation for future customer engagement expansion

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