<p><strong>A Landmark Dynamics 365 Contact Center Implementation in Canada:</strong> Leading Insurance Broker’s Customer Service Transformation </p>

A Landmark Dynamics 365 Contact Center Implementation in Canada: Leading Insurance Broker’s Customer Service Transformation

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Region

North America

Industry

BFSI

Solutions

Contact Center

Overview

Founded in 1927, the client is a Canadian-owned, independent insurance broker headquartered in Cambridge, Ontario. With over 500 employees across multiple Ontario locations, the organisation’s Personal Lines division focuses on home, auto, life, travel, pet health, and specialty insurance. As an independent broker, it partners with multiple insurers to secure optimal coverage and pricing for individuals and families, while delivering expert advice and a strong client-first service model.

We set out to enhance customer service through intelligence and context—equipping agents with real-time insights and reporting accuracy, via our Microsoft focused approach. With Alletec’s strategic partnership and support, we now have a unified view of client interactions across voice, email, and our Broker Management System (EPIC)—enabling faster case resolutions, improved service rep productivity, streamlined operations, and an enhanced service providing a more seamless experience for our customers.

Vice President of Information Technology

Key Challenges

Experience Without Continuity: Customer interactions were managed across disconnected platforms, limiting visibility into the end-to-end journey and creating inconsistent service experiences.
Low Automation & High Costs: Multiple systems increased licensing and support costs while heavy manual processes reduced scalability and efficiency.
Workflow Friction: Manual call routing, email distribution, and questionnaire management slowed agents and impacted productivity.
Visibility Gaps: Unreliable SLA reporting, compliance tool dependencies, and recurring outages disrupted operations and service quality.

Solution Highlights

Real-Time EPIC Integration: AI surfaces complete customer context instantly at the point of engagement.
Intelligent Automation: AI-powered email handling, smart call routing, and automated SLA tracking reduce manual effort and improve responsiveness.
Embedded AI Capabilities: Sentiment analysis, real-time translation, predictive insights, and workflow automation enhance service quality and efficiency.
Agent-Augmented Experience: AI-guided interactions, automated call recordings, and transcript linking ensure compliance, quality assurance, and better decision-making during live engagements.

Impact at a Glance

AI-enabled customer insights
Sentiment analysis, intelligent insights, and automation vastly improved customer experience and internal decision-making.

Expanded value beyond scope
Additional high-value features were identified during implementation, increasing overall impact.

Foundational resilience
A unified Microsoft platform replaced the unstable multi-system landscape, delivering a resilient foundation built for long-term digital growth.