Howden Iberia is a Spanish insurance brokerage. Howden’s marketing director Alejandro Gonzales Garcia, says that prior to installing multi-channel communication, Howden was using a phone number and email form. But the new generation of customers are used to browsing the internet in order to find the service that fits their needs. They prefer to talk by chat or SMS, so as not to be locked to the phone. Using Bontact to give customer questions instantly, capitalizing on the moment of interest in real time and increasing conversions by providing a great customer experience.