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Domestic & General.
Learn how Domestic & General automated its manual processes through the integration of Webex CPaaS Solutions, resulting in enhanced customer satisfaction.
Based in London, Domestic & General serves as a leading provider of household appliances insurance. Carrying out around 2.4 million repairs annually, the company faced significant challenges in its repair and claims processes, which relied heavily on manual methods including voice calls and postal communication. This led to slow customer interactions, poor engagement, and an upsurge in contact center inquiries. Seeking to elevate customer experience, optimize operational efficiency, and establish brand-centric communication, Domestic & General strategically chose to invest in Webex Connect and Webex Engage, part of Webex CPaaS Solutions portfolio.
One CPaaS, endless use cases.
Domestic & General’s success story continues to evolve. The positive experience with Webex has ignited the company’s interest in leveraging Webex Connect to develop a self-assisted troubleshooting system, empowering customers to diagnose appliance issues independently before involving a Domestic & General repair technician.
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