A new phone system is being used at Fidelity Life that will help it deliver a better service to financial adviser partners and customers, says the firm.
Called PureCloud it is a key part of the company’s previously announced $25 million system restructure that’s due to be completed in 2025.
The firm’s Chief Operating Officer Kath Johnson says the next phase of the project will see PureCloud integrated with its CRM “…allowing us to have a single view of all our customers’ one-to-one interactions with us”.
“Our teams will be able to see each customer’s previous phone, chat, email and written communications, as well as their policy details, all in one place, and in the future make it possible to anticipate the nature of their enquiry,” she says.
See our story: Fidelity Life Completes Phase One Of $25 Million Update.