Domestic & General

Transforming CX with smarter communications

How Domestic & General streamlined operations and aligning messaging with their brand.

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Contents

Challenge

Domestic & General relied heavily on voice calls and postal updates to manage 2.4 million repairs a year leading to overwhelmed contact centers.

Solution

Webex enabled Domestic & General to seamlessly shift to digital channels like SMS, email, LiveChat, and WhatsApp.

Results

Domestic & General have boosted satisfaction, strengthened brand impact, and cut call volumes—99% of web chat users didn’t call back within 2 days.

Creating a more cohesive experience

Domestic and General provide customers with timely and relevant information.

Reducing follow-up calls

After launching a digital web chat channel for booking repairs, 99% of users didn’t need to follow up by phone within two days, and 89% didn’t call back over two weeks.

Boosting customer sentiment

With timely, relevant messaging and smoother interactions, customer feedback improved significantly. Communication is more efficient and reassuring.

Better journeys, better retention

Webex helped Domestic & General streamline their entire claims and repair process, making it easier for customers to stay informed—and more likely to stay loyal.