Omnichannel customer service means that no matter which channel a customer uses—by phone, email, mail, or through a customer portal—the agent can view all previous interactions, along with the full history, on a single interface. BürOffice provides this as a turnkey solution for insurance companies, integrating all channels and linking every inquiry to the appropriate case.
The results are immediately noticeable: for one of our partners, the time spent handling a call—which used to be 15 minutes—has been reduced to 5 minutes. This page demonstrates how omnichannel customer service is structured in practice—including its architecture, the steps for implementation, and the management dashboard.
This is what a typical day looked like at one of our customer service centers before we implemented BürOffice. The agent would copy the ID from one system onto a sticky note, then type it into the next one. He would switch between five applications while the customer waited on the line.
The long wait is just the visible symptom. The deeper problem is that the channels don’t align—an email complaint and a phone inquiry are treated as two separate issues, even though the same customer is discussing the exact same matter.
The training process perpetuates this chaos. New employees spend months figuring out where to find what in each system and who to turn to when something is missing. Meanwhile, the experienced staff are carrying the customer service department on their backs.
The 360-degree customer view consolidates customer data from various systems—customer management, claims management, email, and document repository—into a single view. At the moment a call comes in, the agent can see all of the customer’s contracts, pending claims, and complete correspondence.
A real-life scenario: A customer calls regarding a home insurance claim. During the call, the agent sees that the customer had already submitted the photos via email two weeks ago and mailed the form yesterday. The agent doesn’t ask for them a third time—they pick up right where the case left off.
With a single click, they switch to the relevant systems, and the data they’re looking for is already open and waiting. No notes, no retyping, no “I’ll look into it and call you back.”
The digitization of insurance customer service in BürOffice consists of five steps:
The order isn’t set in stone; in some cases, everything starts with call center integration, while in others, the digitization of mail is the biggest challenge. The key is that every new channel feeds into the same system and immediately displays the customer’s history.
Omnichannel customer service doesn’t replace the call center or the mailroom—it connects them and provides a single interface to manage them all.
Omnichannel customer service often falls short on paper: digital channels work fine, but snail mail operates in a world of its own. In BürOffice, after incoming letters are scanned, the system automatically registers them and attaches them to the appropriate case—just like it does with emails.
The outgoing side is also fully integrated: if a customer requests a response by mail, the system generates a reply from a template, prepares the mailing slip, and processes the return receipt upon its return. The case manager handles all of this from a single interface.
Official electronic channels are also included; the system registers and assigns correspondence received via the Government Portal and the Business Portal to the appropriate case in the same way as any other inquiry.
A complaint is the most sensitive type of inquiry; it is subject to a statutory response deadline and is also monitored by the supervisory authority. Upon receipt, BürOffice places the complaint in a separate workflow, counts down the deadline, and escalates the issue if the response is delayed.
The complete case history—who responded, when, and what they said—can be viewed at any time. In the case of a regulatory inquiry, this isn’t a convenience—it’s a safeguard.
Moreover, there are lessons to be learned from complaints: reports reveal which products or processes generate the most complaints. This way, customer service doesn’t just put out fires—it also alerts the organization to potential issues.
When selecting a customer service system, the key factor is the depth of integration. BürOffice is not just another silo, but a unified interface built on top of existing systems—the backbone of omnichannel customer service.
The control panel displays the number of incoming inquiries, response times, and the percentage of resolved cases for each channel. If the Monday morning surge in calls causes a backlog, the manager reassigns staff—that very same day, not after the monthly report.
KPI reports also show individual performance. This data can be used to inform training, optimize staffing, and even provide performance-based recognition—making the omnichannel customer service system a tool for team management as well.
The reports are also available as time series, so seasonal patterns—such as the rush at the beginning of the year and the summer slowdown—can be anticipated, and shift schedules can be adjusted accordingly.
At our aforementioned partner company, the average call handling time has been reduced to one-third of what it was. With the time they’ve freed up, agents are able to resolve more cases, and customers receive answers on their first call—rather than just a promise to be called back.
Meanwhile, managers can view response times and call queues on the control panel and intervene immediately if necessary. In this way, BürOffice improves both the customer experience and managerial control.
And there’s a less obvious benefit as well: the training period for new employees is shorter because they only have to learn one interface—not five.
Yes, BürOffice integrates with the call center system, and call data appears on the customer's timeline. When a call comes in, the customer's profile automatically pops up.
The first channels will go live within a few weeks, and we’ll gradually connect the rest—without interrupting daily operations.
BürOffice's open integration interfaces serve as a bridge here as well; the goal is for all channels to feed into the same customer timeline.
Previous documents can be migrated and will remain searchable by client—the history is not lost during the transition.
Omnichannel customer service is the face of the insurance company; this is where customers decide whether to stay or leave. Request a free consultation, and we’ll walk you through your options in an hour.
Lower costs.
Transparent operation.
Excellent CX.