Type of Customer & Domain

A multi-product warranty provider with both home and auto coverage offerings, servicing B2B and B2C segments.

Context

The company had inconsistent customer records spread across multiple tools, leading to reactive service and disjointed cross-sell opportunities. They needed a centralized way to understand and act on the customer journey.

The Challenge

Siloed customer data across sales, claims, and service leads to disjointed experiences and inefficient support operations.

The asmbel Solution

asmbel’s CRM module consolidated customer history into a single timeline, integrating interactions from policy creation to claims to feedback. Smart tagging and workflow triggers helped support agents and account managers provide context-rich responses.

The Outcome

• Average handling time (AHT) decreased by 40%
• Support quality scores improved
• Higher upsell and cross-sell conversions

Takeaway

Complete visibility into customer activity empowers faster, more relevant responses and business growth.

Request a demo