A smarter front desk for a specialist insurance business
How Crewsure uses FrontDesk360® to handle customer enquiries, arrange appointments and reduce administration - while keeping its team available for the conversations that need human expertise.
Client
Crewsure Insurance Services Limited
Sector
Specialist Marine Insurance
Solution
AI Voice Receptionist + automated workflows
The client
Specialist protection for people working at sea
Crewsure is a specialist marine insurance business providing benefits insurance for seafarers around the world.
Its solutions support commercial marine and yacht crews and help shipowners and employers meet their obligations towards people working aboard their vessels, including requirements arising under the Maritime Labour Convention.
Responsive, personal service is an important part of the Crewsure proposition.
But, as with many specialist businesses, routine telephone enquiries, call transfers, appointment arrangements and information capture can consume valuable staff time.
The challenge
Provide an immediate response without creating more administration
Crewsure wanted customers and prospects to receive a professional response when they called, while allowing its experienced team to concentrate on enquiries requiring their knowledge and judgement.
The objective wasn't to replace personal service.
It was to make sure routine enquiries could be handled efficiently and that the right information reached the right person.
The FrontDesk360 solution
More than answering the telephone
FrontDesk360 was configured around Crewsure's services, processes and existing ways of working. When somebody calls, the AI receptionist can have a natural conversation, understand why they are calling and determine what should happen next.
Answer incoming calls
Provide an immediate professional response to every call.
Answer questions
Respond to appropriate enquiries about Crewsure and its services.
Understand the enquiry
Identify why the caller is contacting the business.
Arrange appointments
Book meetings directly with members of the Crewsure team.
Transfer important calls
Connect callers to a member of staff when human assistance is required.
Capture information
Record the important details provided during the conversation.
Create summaries and transcripts
Provide the team with an immediate record of what was discussed and any follow-up required.
How it works
Every call, handled end to end
Incoming enquiry
Answer
Understand
Capture
Act
Book appointment · Transfer call · Answer question · Route message
Crewsure team
The result
Less administration. More time for clients.
Routine enquiries can now be handled automatically while more complex conversations remain with Crewsure's experienced people.
Appointments can be arranged without repeated emails trying to find a suitable time.
And when a call ends, the team receives a structured record of the conversation rather than relying on handwritten notes or memory.
FrontDesk360 supports the first stage of the customer conversation, while Crewsure's people remain in control whenever their expertise is needed.
Built into the way Crewsure works
Integrated with existing tools and workflows
FrontDesk360 isn't simply a standalone AI telephone assistant. The Crewsure implementation operates within the company's existing business environment and workflows.
The implementation also considered website integration, data handling, security, governance and service reliability.
A managed service. Not another piece of software.
We build, configure, test and manage the service around the way the client actually works.
A practical approach to AI
You don't need a digital transformation programme
The Crewsure implementation demonstrates that businesses don't necessarily need a major digital-transformation programme to start benefiting from AI.
What repetitive activity consumes our employees' time without necessarily requiring their expertise?
Handling routine customer enquiries is often a good place to start. Solve one defined operational problem, introduce automation in a controlled way and expand where it creates genuine value.
Could FrontDesk360 work for your business?
If your business receives telephone calls or website enquiries, FrontDesk360 can be configured to help.
See what your next enquiry could look like.
FrontDesk360 is a fully managed AI receptionist service, built around the way your business works.