Case Study – Insurance

Executive Summary

A leading national insurance provider, responsible for managing claim creation and servicing for thousands of products across more than 100 unique partner businesses, faced growing complexity in its contact center operations. With rising call volumes, seasonal demand spikes, and strict service-level agreements (SLAs) to uphold, the company struggled to maintain speed and consistency across both sales and support. Long hold times, agent burnout, and limited automation made it difficult to meet expectations from business clients and end consumers alike.

To validate the Amazon Connect platform and accelerate their roadmap, the customer engaged CloudCookies to deliver a Sandbox proof of concept. The CloudCookies Sandbox allowed them to test core capabilities—such as callback scheduling when agents aren’t available, Amazon Lex-powered self-service, and automated messaging—all within a controlled, production-like environment.

The firm was able to go from concept to deployment in just 30 days, shaving more than two months off their initial pilot timeline. The result: a modern contact center framework that’s more resilient, more intelligent, and better aligned with evolving customer needs.

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Customer Challenge

Managing complex claims operations across a wide network of product lines and enterprise partners, the company encountered growing challenges in scaling its contact center to meet rising demand and strict service-level agreements (SLAs). Their legacy platform lacked the automation and flexibility needed to handle high inquiry volumes, fluctuating workloads, and diverse customer expectations.

Customers calling to initiate or check on claims often encountered long hold times, especially during peak hours or agent shortages. Without intelligent callback routing or dynamic workload balancing, callers were frequently left waiting or forced to redial—hurting customer satisfaction and jeopardizing SLA adherence with business partners.

At the same time, agents were burdened by repetitive inquiries that could have been deflected with effective self-service. The absence of integrated automation led to manual queue management, limited personalization, and poor visibility into customer needs across channels.

The company needed a contact center solution that could:

• Scale seamlessly across lines of business while maintaining SLA compliance
• Reduce friction for claimants and partner businesses
• Introduce callback scheduling to replace frustrating wait times
• Enable automated messaging and AI-powered self-service
• Accelerate transformation without compromising daily operations

With these goals in mind, the provider turned to CloudCookies to validate and deploy a modern AWS-powered contact center experience—one that could support both operational efficiency and long-term innovation.

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Partner Solution

Phase 1: Sandbox Proof of Concept

CloudCookies deployed a 30-day Sandbox environment to simulate real-world contact center performance. This accelerated testing and stakeholder validation and included:

• Callback scheduling, triggered automatically when agents were unavailable or queues reached a defined threshold
• Amazon Lex integration for voice and text self-service options (e.g., scheduling callbacks, answering FAQs)
• Amazon End User Messaging for SMS confirmations and follow-ups
• Static routing and language mapping for basic personalization and faster call resolution

By proving viability up front, the Sandbox enabled the team to accelerate implementation and iterate on design without risk to production systems.

Phase 2: Full-Scale Implementation

With the pilot validated, CloudCookies led a multi-phase deployment:

• Migrated agents, administrators, and IVR flows into Amazon Connect
• Delivered training documentation and runbooks via a train-the-trainer model
• Enabled VPN-secured calling for remote and hybrid agents
• Integrated with the company’s internal web scheduling API to support callback requests directly from digital channels
• Expanded Lex intents to support confirmation, relative/specific time callbacks, general service requests, and fallback scenarios
• Deployed SMS opt-in and opt-out logic through Amazon End User Messaging to support proactive communication

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Why CloudCookies

Results

By leveraging the CloudCookies Sandbox, the customer accelerated its pilot timeline by over 60 days, gaining earlier insight into system performance and aligning stakeholders faster. With callback scheduling and self-service now live, the organization is positioned for meaningful gains based on insurance sector benchmarks:

• 35% reduction in abandonment rates through callback scheduling during high-traffic periods
• 25% reduction in SLA violations
• 15% Average Handle Time (AHT) Reduction
• 20% improvement in CSAT scores
• Reduced pressure on supervisors and queue managers, with dynamic routing and automation managing call volume more effectively

The deployment also laid the foundation for future enhancements—such as AI-driven routing, advanced analytics, and omnichannel expansion—built on a secure, scalable AWS architecture.

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About CloudCookies

CloudCookies is a distinguished Advanced Tier AWS Technology and Consulting Partner, specializing in business process automation, conversational design, and self-service solutions. We exclusively harness the power of AWS services to provide innovative solutions for our clients. Our services cover consulting, migration, integration, custom development, training, and support, ensuring our clients receive top-tier expertise. What sets CloudCookies apart is our extensive experience and deep knowledge, making us the preferred choice for those seeking transformative AWS solutions that break the mold.

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