This UK 3rd Party Insurance Administrator had an objective of creating a class leading trading platform offering greater efficiencies in all areas of business process. They embarked upon a journey to consolidate, automate and simplify their communications platform in order to align functionality and create a new single service across their operations.
The following business goals were provided:
- Increase the contact centre’s capacity to support business expansion without a corresponding increase in support, back office and administration headcount
- Improve business development support to Agents and Brokers
- Reduce the costs of developing, maintaining and supporting current disparate systems
- Improve Management Information to better manage Adviser productivity and service levels
- Reduce the risk to the business through use of “stop gap” solutions (e.g. use of Outlook for email management and Broker Contact Management)
- Reduce the time IT spends dealing with unfriendly and unreliable business applications (e.g. call recording)
- Support any future home worker initiative
- Provide multi-site capability
- Produce a showcase environment for prospective customers
The objective of the project was to deliver Datapoint’s proposed solution of an integrated, multi-channel routing and contact management application including scanning and workflow for inbound and outbound customer contacts on time, to the required quality and to budget. The proposed solution would provide:
- A single source of management information providing real time service level and management information
- An integrated, multi-channel Adviser application providing complete customer contact management
- Greater skills management to improve contact routing
- Integrated management reporting
In addition the solution had to support the following:
- Manage all channels as a single queue. Prioritise workload according to service level requirements
- Allow rapid implementation of additional sites and additional applications (e.g. speech recognition, VOIP)
- Minimise re-work, duplication and double data entry
- Provide technology to assist Team Managers to ensure that customer commitments (call backs and service levels) are met
The Datapoint solution was based upon the introduction of an Avaya telephony platform that provided PBX functions, Genesys providing multi-channel routing and contact management and the NICE voice-recording platform. The network was provided through Extreme Networks. Attachmate was used to deliver a unified desktop that enabled service delivery through Computer Telephony Integration (CTI).
The solution provided a scaleable, flexible and secure front office application to manage customers, develop multi-channel contact history, manage post-contact workflow and provide a single source of customer interactions.
The above strategic goals were focused on achieving a very high standard of customer service, raising the brand awareness, differentiating them by investing in its staff, and reducing cost by streamlining the operations.
They have recently won business awards for customer care, innovation and training.