HKT x FWD: Flexible office phone network for insurance

The fast-growing insurance company FWD is breaking new ground in how insurance is sold and changing how people feel about the insurance industry. Among the many radical new steps FWD is taking, is offering easier-to-understand and more flexible products, and more convenient ways to buy them that match today’s online lifestyles.

To help them deliver this enhanced level of service, FWD turned to HKT Smart Biz Line to help their front-line agents become more mobile and more accessible.

FWD has 2,000 agents in Hong Kong, so changing their way of working was a major task. But thanks to HKT’s Smart Biz Line, FWD has been able to turn their business around with impressive growth in sales.
Through the advanced cloud technology, HKT Smart Biz Line has upgraded FWD’s fixed-line office phone network with commercial features that extend to mobile phones and enable their agents to up their game.

Optimized customer service quality

The HKT Smart Biz line service extends the workplace to smartphones with integrated phone numbers that provide unified and secure business numbers for each agent for both their fixed-line office phone and their mobiles. This means that FWD agents now never miss calls from clients and are always accessible in or out of the office.  This enables them to deliver on FWD’s service promise and keep their customers happy.

Enhanced staff productivity

By extending the workplace to their agents’ smart devices via the On-the-go app, FWD was able to speed up the plan purchasing process, while enjoying the flexibility of visual voicemail that makes it easier to prioritize tasks while still ensuring total data safety and the security of customer information. With this new level of work flexibility, FWD’s agents can exchange documents with their clients directly via an eFax service on their phones at any time, from anywhere.

Higher operational efficiency

HKT solution specialists have also worked closely with FWD to improve the use of space in their new office and optimize their existing resources. This has resulted in improved workplace productivity and overall efficiency as well as uninterrupted services to clients.

With HKT’s technology and know-how, FWD is taking insurance and insurance sales into a new era.