Supporting the transformation of an insurance industry leader
The Context
Beneva, Canada’s largest mutual insurer, has a highly skilled internal contact center team with deep platform expertise.
During its migration to Genesys Cloud, the organization required additional specialized resources to support the transformation.
The Challenge
Finding external resources who understand the reality of mission-critical contact centers. Experts who can join an existing team without requiring weeks of onboarding. Professionals who already know Genesys, the challenges of migration and the demands of an insurance environment.
Results
- Accelerated Migration
Faster deployment with experts operational from day one
- Continuous Support
Dedicated Paxyl specialists embedded within teams
- Operational Continuity
Tools ensuring compliance, stability, and performance
Solution: Embedded Expertise Model
Paxyl deployed experts in embedded mode, working directly alongside Beneva’s teams. This approach enabled:
- Accelerated migration to Genesys Cloud with resources that were operational from day one
- Continuous support with 2 to 3 Paxyl specialists providing ongoing assistance
- A combination of project expertise and operational support based on fluctuating needs
- Implementation of Paxyl’s proprietary tools (Backup Manager, Cloud Manager) to ensure environment compliance and continuity
Results: Continuous Evolution
Since completing the migrations, Beneva continues its technological evolution with Paxyl’s support. The team is now working on implementing email management and preparing to integrate speech analytics in the coming year.
The collaboration continues naturally. Paxyl is now one of the trusted partners Beneva turns to for its contact center projects.
Testimonial
“The experience has been phenomenal. Working with a company that specializes in contact centers really allows you to skip hours and hours of onboarding. The resources arrive with the expertise, experience and knowledge. And on top of that, they’re great people. At Beneva, we’re good people. We also like having good people come to help us. That’s what we find at Paxyl”
Pascal Beaudoin, Beneva
Beneva needed specialized Genesys experts who could quickly integrate into their team and support a complex contact center migration without lengthy onboarding.
Discover how Paxyl can transform your member relationship center at paxyl.ca
info@paxyl.ca
