Maintaining exceptional customer service becomes increasingly difficult when fluctuating call volumes lead to long wait times, abandoned calls, and growing pressure on contact center teams. With more than one million policyholders, SBK needed a way to improve accessibility, reduce repeat callers, and balance workloads without introducing major changes to its existing infrastructure.

Working with Bucher + Suter and ServiceOcean, SBK implemented an intelligent callback solution that gives callers the option to schedule a callback instead of waiting on hold. The solution helped reduce dropped calls and repeat contacts, improved accessibility, and created a calmer, more efficient environment for agents, all while integrating seamlessly into existing workflows.