How Western & Southern's Contact Center Gained 5.5 Hours Per Agent Per Week.
W&S Financial Group deployed Rollio in their Client Relationship Center so every agent — from day one — has accurate, real-time customer context at their fingertips. The result: measurable productivity gains, faster new-hire ramp, and a Stevie Award for Customer Service.
Headline Result
5.5 Hours
Gained per agent per week
50%
Reduction in training costs
At a glance.
- Company
- Western & Southern Financial Group
- Industry
- Financial Services / Life Insurance
- Function
- Client Relationship Center
- Challenge
- Agents manually searching multiple systems — slow service, inconsistent accuracy, long training ramp
- Solution
- Rollio AI surfacing real-time customer context at the point of need — for every agent, on every call
- Award
- Stevie Award Winner for Customer Service
A leading US financial services group — insuring millions of families.
- Major US-based life insurance and financial services group
- Large-scale Client Relationship Center handling high volumes of customer service calls
- Complex product portfolio requiring agents to navigate multiple systems simultaneously
- Stringent accuracy requirements — wrong information erodes customer trust
Agents hunting for answers instead of serving customers.
Every inbound call to W&S's Client Relationship Center required agents to manually pull customer records across multiple systems before they could help. Time spent searching was time not spent serving — and inconsistent or outdated information made matters worse.
New agents faced the steepest climb: without accumulated institutional knowledge, training took months before they reached the quality of experienced staff. The customer experience depended on which agent happened to pick up the phone.
Manual
Slow lookup across multiple systems
Inconsistent
Information quality between agents
Months
To full new-hire productivity
Variable
Customer experience by agent tenure
Real-time context for every agent, on every call.
Rollio's Contextual Data Engine bridges W&S's systems of record and the live customer conversation. Agents stop searching — the right information surfaces automatically, in context, the moment they need it. New agents have the same data access as veterans from day one.
Real-Time Customer Context
Rollio reads customer data across systems and surfaces relevant information at the point of need — without agents needing to search or toggle between screens.
Accelerated Agent Ramp
New hires reach full productivity significantly faster because Rollio gives them the same information access as experienced agents from their very first call.
Accuracy at Scale
Every agent, every call — accurate, up-to-date information. Customer service quality no longer depends on how long an agent has been on the team.
Measurable impact. Industry recognition.
5.5
Hours gained per agent per week
1.5–2×
More data collected per interaction
50%
Reduction in training costs
Qualitative impact.
- More productivity while servicing customers
- New agents trained and productive significantly quicker
- Agents consistently deliver accurate, up-to-date information
- External validation: Stevie Award Winner for Customer Service
"Now we are experiencing more productivity while servicing customers. We also are able to get our new agents trained and productive significantly quicker."
"Our agents are able to service our customers with accurate up-to-date information."
Could your contact center run like this?
30 minutes, no obligation — let's scope the outcomes for your customer operations.