Професионалистите в областта на финансовите услуги, които се стремят към разрастване на дейността си имат нужда от осигуряването на проактивна комуникация с клиентите и изключително ниво на тяхното обслужване. За да се постигне тази цел е необходим бърз и лесен достъп до точна и актуална информация за клиента – използвани услуги, баланси по сметки, инвестиционни каталози, специфични нужди и предпочитания. Когато информацията се съхранява в множество системи, разположени на различни места, достъпът до нея е труден, изискващ много време и ненадежден.
InfoServ Customer Manager съчетава в себе Call Center и CRM – уникална по рода си комбинация, особено ефективна в сектора на услуги и инвестиционно посредничество. Системата е мощен инструмент за управление на контактите с клиентите, осигуряващ бърз и лесен достъп до необходимата информация в реално време с цел постигане на истински ефективна комуникация и обслужване на клиентите – всичко това от една единствена, централизирана информационна система. В съвременната икономическа ситуация, в която индустрията е високо конкурентна, внедряването на модерни технологии, каквато е InfoServ Customer Manager, осигурява така необходимото предимство пред конкурентите.

Insurance is a leading branch in the economics of every country. The insurance sector in Bulgaria is rapidly developing and competition increases every single day. In the period of a financial crisis and constant rivalry, insurance companies need strategy and actions which can help them retain their current customers and attract new ones. The key to success is the efficient communication with the clientele and the ability to satisfy its needs. The satisfaction of customers’ demands leads to strengthening company’s market position and increasing corporate profits.
The attainment of insurance institutions’ aims is guaranteed with the integration of InfoServ® Customer Manager – professional call centre with standard CRM and integrated telephone functionality. The multifunctional call centre system will contribute to the improvement of relationships with customers, decrease of company’s operating and administrative expenses and to the increase of employees’ productivity. InfoServ® Customer Manager provides the customers of insurance institutions with hi-tech automatic telephone service in the form of synthesized human voice (IVR) as well as possibility for connection with an expert. 
Companies from the insurance sector, which have integrated InfoServ® Customer Manager are Allianz Bulgaria, Generali Holding Bulgaria, Efko Group etc.
Applications of InfoServ® in the insurance sector:

• Setting up claims – customers of insurance institutions have the possibility to submit information by phone about the occurrence of a certain insurance event. The system records the message and sends it automatically to the corresponding experts
• Check the status of a claim by entering a unique identification number; possibility for connection with an operator, if necessary
• Provision of automatic telephone information to the customer, in the form of synthesized human speech, about financial obligations, maturity dates of insurance policies etc.
• Hotline for leaving messages, sharing opinions, giving recommendations etc.
• Provision of voice information to insurance agents about the number of contracts signed, commissions and bonuses for the current period, schedule for meetings with customers
• Creation of easily accessible customer database of the insurance company
• Grouping customers according to various criteria – type of insurance, settlement etc.
• Quick access to customer information and timely reaction during conversation with customers
• Possibility for recording all phone calls
• Storing all phone calls, e-mails, SMS, fax, documents, insurance contracts and customer claims in a personal file
• Real time information about important events (result of a claim, maturity of insurance contract, insurance discounts etc.) in the form of SMS, e-mail or voice message
• Preparation of insurance policy templates, in which data is automatically filled in from customer’s file
• Specification of a formula for instantaneous calculation of the payment for a particular insurance
• Conduct of telemarketing campaigns for attracting new customers
• Sending a weekly or monthly newsletter to customers, partners and other target groups
• Monitoring of employees’ work – conducted phone calls, contracted insurances, execution of tasks etc.