AssurOne Streamlines the Management of More Than 70,000 Calls per Month with Diabolocom

AssurOne is a French insurtech company and a subsidiary of Groupe Prévoir. The company has 315 employees, generates €32 million in revenue, and manages approximately 200,000 insurance contracts across multiple product lines.

With Diabolocom, AssurOne modernized its contact center and improved the quality of its interactions with policyholders, thanks in particular to:

• An all-in-one solution that replaced a fragmented ecosystem of five providers
• Better visibility into operations through customizable reporting
• Greater autonomy to adapt IVRs and manage call flows more efficiently

Modernizing a Complex Telephony Environment Without Compromising Service Quality

Before choosing Diabolocom, AssurOne had to manage a segmented telephony environment, with high call volumes and many partner-specific call scenarios. Prior to the migration, the company had around 400 phone lines, a number driven by the nature of its business and the need to personalize call handling for many partners.

This complexity had a direct impact on operations: IVR management was cumbersome and difficult to customize, inbound and outbound flows were not managed efficiently, and teams had limited visibility into statistics needed to adjust operations in real time.

AssurOne was therefore looking for a solution that could simplify day-to-day flow management, give teams more autonomy, and integrate easily with its business ecosystem, while maintaining a high level of service quality.

Why AssurOne Chose Diabolocom: A Sovereign, Comprehensive Solution Built for the Insurance Industry

AssurOne chose Diabolocom for several reasons, including the functional depth of its all-in-one contact center solution. Where AssurOne had previously worked with five different providers, Diabolocom now allows the company to centralize its customer interaction needs with a single partner, ensuring greater continuity of service.

Diabolocom’s expertise in managing complex telephony environments was also a decisive factor. For AssurOne, it was essential to rely on a partner that understood both the operational constraints of a contact center and the regulatory requirements specific to insurance and telecommunications.

Choosing a European partner was also an important factor. AssurOne wanted to rely on a sovereign solution capable of integrating seamlessly and securely into its existing ecosystem of tools.

An Agile Deployment and Rapid Team Adoption

The Diabolocom deployment was gradual and smooth, with limited impact on operations. To secure the transition, Diabolocom supported AssurOne at every step: scoping, migration, reporting setup, training, and post-deployment adjustments. Today, around 180 employees use Diabolocom within the Operations Department, after a very quick onboarding process.

The project also allowed AssurOne to conduct an in-depth functional review of its architecture, including a redesign of its IVRs and call paths, as well as a rationalization of its phone lines. Service quality was barely impacted: from the first day after go-live, operations had already returned to an optimal level.

More Autonomy to Manage Flows and Adapt IVRs

With Diabolocom, AssurOne has gained autonomy in the day-to-day management of its contact center.

• Teams can easily modify IVRs and adjust other settings based on operational needs.

This flexibility is essential for managing many personalized call-handling scenarios across a large number of phone lines – reduced to around 300 thanks to the migration. In just three months, AssurOne had already made several IVR adjustments to improve how policyholders are supported.

• The solution also makes it easier to connect with AssurOne’s business tools.

APIs were implemented with several applications used every day, creating bridges between Diabolocom, management tools, and the solutions used by the teams.

“One of the advantages of Diabolocom is how easily it can connect with other applications. Almost at the same time as we deployed Diabolocom, we implemented APIs with some of the tools we use every day.” – Delphine Drouets, Director of Operations.

• Diabolocom’s call blending feature also helps optimize advisor productivity.

Before the deployment, employees assigned to outbound calls could not take inbound calls at the same time. This organization limited time optimization and could create inefficient waiting periods. With Diabolocom, AssurOne now benefits from a smoother way to manage inbound and outbound flows. Teams can better distribute their activity and improve the quality of call handling.

Customizable Reporting to Better Manage Service Quality

Given AssurOne’s call volumes and the sensitive nature of certain interactions, operational supervision must be precise and responsive.

Reporting quality is another major benefit of Diabolocom: managers can monitor activity in real time, view flows by skill group, and quickly reassign employees in the event of a call spike.

Diabolocom also enables post-event analysis through customizable reporting. Teams can analyze activity, track key indicators, and adjust their organization over time. This improved visibility directly contributes to better service quality and more precise management of the policyholder experience.

A Smoother, More Reliable Policyholder Experience

In the insurance industry, calls often happen at sensitive moments: an accident, a breakdown, water damage, or another urgent situation. A dropped call or incorrect routing can increase the policyholder’s stress.

With Diabolocom, AssurOne has seen a significant improvement in service quality. Customer journeys are smoother, and calls are routed more effectively to the right person or partner.

Thanks to IVR customization, AssurOne has created direct flows between policyholders and the relevant partner. Previously, some calls had to be answered and then transferred manually. Now, policyholders are routed faster, reducing handling times and improving their experience.

Another concrete improvement is that estimated wait time is now announced when a call comes in. If a policyholder does not want to wait, they can request a callback. This feature helps reduce frustration and gives callers a more controlled experience.

AssurOne now has a solid foundation to go further in managing customer interactions. The company wants to integrate more written flows, such as emails, as part of an omnichannel customer relationship management approach. This would give teams a more complete view of policyholder interactions, help them better analyze productivity, and allow them to manage service quality more precisely across all channels.

AssurOne also wants to expand the payment methods available to policyholders by relying on Diabolocom’s PCI DSS-certified payment feature. The goal is to offer policyholders a secure, personalized journey, including during sensitive steps such as payment.

AI as a Lever to Improve Service Quality

AssurOne is also exploring several AI-related opportunities to further improve the quality of its customer interactions.

Quality Monitoring is one of the areas under consideration. The goal is to move from occasional call reviews to augmented analysis across a much larger volume of conversations. This approach would make it easier to identify signs of dissatisfaction, compliance risks, and opportunities to improve exchanges between employees and policyholders.

AssurOne is also interested in virtual agents to automate certain simple requests. This would allow employees to focus more on complex situations where they can deliver greater value to policyholders.

Conclusion

By choosing Diabolocom, AssurOne is modernizing its contact center with a more agile, higher-performing solution tailored to the demands of its business. The company has gained autonomy, improved flow management, and strengthened the long-term quality of service delivered to policyholders.