Founded more than 120 years ago, Zavarovalnica Triglav is one of Slovenia’s leading insurers. Needing a unified, more secure digital communications hub to support its workforce, as well as more advanced compliance capabilities, Triglav chose to move to Microsoft 365. To further enhance its customer experience, and simplify analytics, the company implemented Microsoft 365 Enterprise Voice in Teams. By integrating the solution with its public telephony system, the company enabled its staff to benefit from seamless calling, call forwarding, and a single authorization and access interface to facilitate user access anywhere.
Zavarovalnica Triglav is one of the leading traditional insurance companies in Slovenia and the parent company of the Triglav Group, which operates across six countries. It is the largest insurance-financial group in the Adria region and one of the leading groups in South-East Europe.
“The insurance industry has to align with the incoming generation’s expectations of customer experience,” explains Marko Miklavc, CIO at Zavarovalnica Triglav. “Agents are expected to do their work faster and more precisely, which requires that they have access to a 360 degree view of information about customers anytime, anywhere. This means centralizing and unifying our communications environment.”
The company initially focused on improving connectivity, reducing integration complexity, and establishing a simplified point of administration, all while minimizing costs. But with the rise of the COVID-19 health crisis, it had to face the additional challenge of safely and swiftly supporting remote work. “We chose Teams Voice as the core of our communication solution because we knew it met our requirements on both security and ease-of-use levels“ notes Miklavc.
Rapid rollout and adoption
Zavarovalnica Triglav partnered with Telekom Slovenije to design, implement, and configure all architectural components for its public telephony system to integrate with the capabilities of Teams. The solution was rolled out to more than 2,200 staff, building a unified employee identity and authorization directory for telephony and IT services.
“Everything worked immediately,” says Andrej Knap, VP for IT, Back Office and Projects at Triglav Group. “Everyone was surprised that there was no downtime. The smooth migration was a game changer, and also gave us a significant advantage over the competition during lockdown. We even managed to increase our market share, as we had no interruptions of service whatsoever. We just switched everyone and everything to a work-from-home model—all our agents and all our processes.”
“The learning curve was very small for most of our users who were satisfied with the change,” adds Miklavc. “By enabling VoIP and PSTN telephony access from a single user interface, agents can take and forward calls just as easily at home as in the office, or anywhere else from different devices. Before, telephony was exclusively in the office, and now we have total communication mobility. This has made a noticeable difference for our customers, who have seen improved responsiveness from our business.”
Moving forward in synergy
“With Teams Voice, everything is synergized, all the security and all the benefits of the Microsoft cloud,” says Knap. “It seems a lot of companies in the region, not only in Slovenia, are in the process of migrating to solutions like Microsoft Teams Enterprise Voice. We were there at the starting point. Now others are discovering the benefits of this new way of working.”
The learning curve was very small for most of our users
Marko Miklavc: CIO, Zavarovalnica Triglav