{"id":393965,"date":"2022-04-07T08:04:45","date_gmt":"2022-04-07T15:04:45","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/el-enfoque-de-cover-more-de-dar-prioridad-al-cliente-revive-su-negocio-de-viajes-tras-la-pandemia\/"},"modified":"2022-04-07T08:04:45","modified_gmt":"2022-04-07T15:04:45","slug":"el-enfoque-de-cover-more-de-dar-prioridad-al-cliente-revive-su-negocio-de-viajes-tras-la-pandemia","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/customer-stories-es\/el-enfoque-de-cover-more-de-dar-prioridad-al-cliente-revive-su-negocio-de-viajes-tras-la-pandemia\/","title":{"rendered":"El enfoque de Cover-More de dar prioridad al cliente revive su ..."},"content":{"rendered":"<p>En 2019, <a href=\"https:\/\/www.covermore.com\/\" target=\"_blank\" rel=\"noopener\">Cover-More<\/a> se encontr\u00f3 en una situaci\u00f3n dif\u00edcil. La empresa forma parte del grupo Zurich Insurance, una compa\u00f1\u00eda global de seguros de viaje, y estaba ocupada atendiendo a sus m\u00e1s de 15 millones de clientes en todo el mundo. Sin embargo, como cualquier otra empresa exitosa, tambi\u00e9n se estaba adaptando y tratando de anticiparse al siempre cambiante panorama empresarial para seguir siendo competitiva.<\/p>\n<p>Luego, lleg\u00f3 la pandemia.<\/p>\n<p>Todos sabemos lo que supuso para la econom\u00eda mundial, pero el sector de los viajes fue uno de los m\u00e1s afectados, especialmente al principio. \u201cUna vez que todos estuvieron a salvo en sus hogares, nos centramos inmediatamente en el futuro: qu\u00e9 ten\u00edamos que hacer para volver a ser m\u00e1s fuertes en el sector de los viajes, y eso empez\u00f3 con el cliente\u201d, comenta Cara Morton, directora general de Cover-More Group.<\/p>\n<h2>Acelerar el tiempo con Webex Cloud Calling y Contact Center<\/h2>\n<p>La cultura de Cover-More era proactiva y previsora. No iban a sentarse a esperar a que se reanudaran los viajes. De hecho, Cover-More ya hab\u00eda empezado a debatir sobre el trabajo h\u00edbrido y la mejora de los sistemas. La pandemia simplemente aceler\u00f3 los plazos.<\/p>\n<p>La empresa necesitaba actualizar su pila tecnol\u00f3gica para integrar mejor los sistemas y procesos. Quer\u00edan una soluci\u00f3n en la nube. Adem\u00e1s, de paso, quer\u00edan ver c\u00f3mo atender mejor a sus clientes. \u201cWebex nos ayud\u00f3 a pensar de forma innovadora\u201d, explica James Hill, director global de Infraestructura y Nube. Tras un exhaustivo proceso de evaluaci\u00f3n, Cover-More eligi\u00f3 <a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center<\/a> y las <a href=\"https:\/\/www.webex.com\/enterprise-cloud-calling.html\" target=\"_blank\" rel=\"noopener\">llamadas en la nube<\/a> y las puso en marcha con \u00e9xito en toda su red global de atenci\u00f3n al cliente en un solo d\u00eda.<\/p>\n<p>Webex ofrece una soluci\u00f3n omnicanal que es intuitiva y que incluye informes globales en tiempo real, adem\u00e1s de an\u00e1lisis de datos. \u201c\u00a1Nunca hab\u00edamos tenido m\u00e9tricas! Webex Contact Center nos dio la posibilidad de mirar los datos en t\u00e9rminos de d\u00f3nde vienen los clientes y, fundamentalmente, c\u00f3mo brindaremos un mejor servicio\u201d, a\u00f1ade Hill. \u201cEs muy intuitivo, es mucho m\u00e1s f\u00e1cil de usar. Ahora podemos informar sobre todo lo que necesitamos a nivel mundial\u201d.<\/p>\n<h2>Mejorar la experiencia del cliente de a una comunicaci\u00f3n a la vez<\/h2>\n<p>No solo mejor\u00f3 todo el flujo de trabajo, sino que Cover-More tambi\u00e9n ofrece un servicio de atenci\u00f3n al cliente superior.<\/p>\n<blockquote><p>\u201cNuestros clientes no necesariamente querr\u00e1n llamarnos, quiz\u00e1 quieran enviarnos un correo electr\u00f3nico, o un SMS, tal vez, quieran usar el chat o Facebook. Webex nos da la posibilidad de debatir sobre c\u00f3mo atenderemos mejor a nuestros clientes\u201d, explica Hill.<\/p><\/blockquote>\n<p>Con Webex, Cover-More pudo migrar a casi trescientos agentes, mejorar su pila de TI, optimizar los flujos de trabajo y hacer m\u00e1s accesibles los seguros de viaje mediante la integraci\u00f3n con sus partners comerciales. \u201cGracias a la eliminaci\u00f3n de todo el material antiguo y a la adopci\u00f3n de Webex, ahorramos m\u00e1s del 30% de nuestros costos operativos de un a\u00f1o a otro\u201d, afirma Hill.<\/p>\n<p>El futuro se ve prometedor para Cover-More. Hill contin\u00faa: \u201cComo negocio, estaremos extraordinariamente ocupados. Estoy muy entusiasmado por ver lo que Webex puede hacer en t\u00e9rminos de crear mejores experiencias para los clientes en el futuro\u201d.<\/p>\n<p>Explore todo lo que ofrecen las <a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">soluciones de experiencia del cliente de Webex<\/a> y vea c\u00f3mo podemos ayudarlo a mejorar su negocio.<\/p>\n<p><strong>M\u00e1s informaci\u00f3n<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/replantear-la-tecnologia-del-centro-de-contacto-en-el-sector-de-los-seguros-de-viaje\/\" target=\"_blank\" rel=\"noopener\">Replantear la tecnolog\u00eda del \u201ccentro de contacto\u201d en el sector de los seguros de viaje<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/es\/customer-stories-es\/tres-consideraciones-para-iniciar-el-recorrido-de-la-mensajeria-digital\/\" target=\"_blank\" rel=\"noopener\">Tres consideraciones para comenzar el recorrido de la mensajer\u00eda digital<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/es\/customer-stories\/organizar-las-mejores-experiencias-del-cliente-del-mundo-con-webex-connect\/\" target=\"_blank\" rel=\"noopener\">Organizar las mejores experiencias del cliente del mundo con Webex Connect<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En 2019, Cover-More se encontr\u00f3 en una situaci\u00f3n dif\u00edcil. La empresa forma parte del grupo Zurich Insurance, una compa\u00f1\u00eda global [&hellip;]<\/p>\n","protected":false},"author":5426,"featured_media":392636,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1508,1567],"tags":[4689,1415],"class_list":["post-393965","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-stories-es","category-experiencia-del-cliente","tag-comunicaciones-en-la-nube","tag-herramientas-de-colaboracion"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>El enfoque de Cover-More de dar prioridad al cliente revive su negocio de viajes tras la pandemia | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/es\/customer-stories\/el-enfoque-de-cover-more-de-dar-prioridad-al-cliente-revive-su-negocio-de-viajes-tras-la-pandemia\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El enfoque de Cover-More de dar prioridad al cliente revive su negocio de viajes tras la pandemia | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"En 2019, Cover-More se encontr\u00f3 en una situaci\u00f3n dif\u00edcil. 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Known for scaling high-performing teams and navigating complex market landscapes, Jamie brings a rare blend of commercial acumen, technical depth, and human-centered leadership.","url":"https:\/\/blog.webex.com\/es\/contributors\/jromanin\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/posts\/393965","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/users\/5426"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/comments?post=393965"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/posts\/393965\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/media\/392636"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/media?parent=393965"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/categories?post=393965"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/es\/wp-json\/wp\/v2\/tags?post=393965"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}