C-Quence Telephony System Improvement Case Study

This case study outlines the challenges faced by C-Quence, an insurtech Managing General Agent, in managing their telephony systems as the company expanded. Initially, personal mobile phones were used, but this approach became unsustainable. To address this, C-Quence partnered with Xeretec to evaluate telephony solutions, ultimately selecting the GoTo Connect UCaaS solution for its flexibility and integrated features. The implementation of this solution significantly enhanced the employee experience by allowing staff to manage personal and work calls seamlessly. Additionally, customer service improved as calls were handled directly by C-Quence employees, eliminating issues with previous call handling services. The GoTo system also streamlined workflows, enabling better call management and message handling, which led to productivity gains. Furthermore, the call recording feature provided valuable monitoring capabilities, ensuring compliance and continuity in communication. Overall, the case study presents how C-Quence transformed its communication infrastructure to better support its growth and operational needs.