Operating in 4 languages & countries, Ineas uses eGain eService Solution to tackle a 15x increase in email traffic and deliver faster service response times
SUNNYVALE, CALIF. & SLOUGH, UK, July 23, 2002 — Ineas Insurance Company, Europe’s first
Internet-only insurer, today announced that by using eService software from eGain Communications
(NASDAQ: EGAN), the pan-European insurer has improved customer service response times despite a
15x increase in email traffic, while simultaneously cutting its service administration time in half.
With operations in Germany, France, the Netherlands and Belgium, the modestly-sized independent
insurance company faced a potentially super-sized service problem: how to swiftly and accurately answer
emails from customers in four different languages – German, French, Dutch and English. In addition to
language requirements, Ineas’ team of 100 customer service agents need to support a variety of topics —
car, household and accident insurance — all localized for country-specific guidelines.
By the time Ineas’ incoming email volume had hit 1,000 email messages a month, the Internet-based
company knew they needed to implement an innovative solution to maintain quality customer service –
such as its guaranteed six-hour response time – and give room for vital future growth.
The answer was eGain Mail�, deployed out-of-the-box, to capture and provide consistent responses to all
incoming email, and to record all external telephone conversations. eGain Communications was chosen
after Ineas evaluated a dozen rival solutions, comparing ease of deployment, price, and suitability for
Ineas’ business model. Tackling email overload, managing customer relationships and handling
communications in multiple languages were three key reasons why online insurance firm Ineas turned to
In the 18 months since implementation, Amsterdam-based Ineas reports that its email traffic has
increased by up to 50 per cent per month. Today the insurer receives an average of 15 000 emails a
month, but was still able to improve customer response and halve its administrative time, thanks to
solutions from eGain.
Ineas is now investing in the upgrade to eGain Global Mail, since it plans to use the built-in Global Mail
features to launch a multi-lingual, multi-cultural marketing offensive.
Says Ineas’ Chief Technical Officer Guy Leroy: “eGain’s solution allows Ineas to cope with the different
regulations that govern our activities in each market, adapt consistently to the local practices and to get
the language and tone right with our customers.”
Says Leroy: “Our choice for eGain Mail was clear. It is a modular solution that will allow us to grow as we
expand into more European countries. Traditional CRM implementations take much time and resource,
but we knew that eGain Mail could be rapidly deployed and that we would see immediate returns.
“eGain Mail enables us to ensure consistency in answers and optimize response time, and provides solid
foundations for further expansion.”
Ineas Insurance Company N.V. is a European insurer and the first of its kind to offer products and
services exclusively via the Internet. Ineas allows Internet users to take out insurance interactively in a
simple and straightforward process. Users can manage their insurance on the Ineas site and follow the
entire claims process online. Products currently available comprise buildings and contents insurance, as
well as covering for motor, accident and personal liability. In addition, Ineas offers a personalized service
to support the decision-making process by providing comprehensive information on personal risk
management via the Primes� site. Ineas is operational in the Netherlands, Germany, Belgium and
About eGain Communications Corporation
eGain (NASDAQ: EGAN) is a leading provider of eService software. Selected by 24 of the 50 largest
global companies to improve phone and Web-based customer service, eGain solutions increase service
efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain eService
Enterprise – the company’s integrated software suite – includes applications for email management, Web
collaboration and self-service, and enterprise-wide knowledge management. eGain has an operating
presence in 18 countries and serves more than 850 enterprise customers worldwide – including Vodafone,
DaimlerChrysler, and ABN AMRO Bank. To learn more about eGain, please visit www.eGain.com or call
the company’s offices – United States: (888) 603-4246; London: +44 (0) 1753 464646; or Sydney: +612