Espria supported a specialist Insurance Company in Midlands who have provided Motor Trade and Commercial Insurance for over 30 years. Their aim is to provide 1st class service with single point of contact from quotation to renewal with a promise to be available when their customers need them the most.
The company’s Issues : Declining ISDN impacting on their ability to provide high levels of customer service
Having been on a traditional ISDN phone system our client recognised that the PSTN/ISDN switch off meant that this soon to be end of life phone system needed updating; and they didn’t want to leave it too late and be caught out in potential price rise or supply issues.
When COVID hit, their customer still needed insurance quotations, renewals, and claims. With a promise of always being available when their customers needed them, Work from Home order caused challenges with meetings its business core value as the on-site legacy phone system was not suitable for remote workers.
Even after the lockdowns, with customers on the phone, it was important that our client could recognise and adapt to busy periods to ensure they had sufficient resources available when their customers needed them.
To provide a 1st class service they wanted to make sure that no call went unanswered and that holding time was kept to the minimum. It was going to be very difficult to maintain a high standard during lockdowns and with staff having to work from home due to ‘Pingdemic.’
Our solutions : A VoIP Based phone system for the operational agility they need.
Espria moved this customer to a VoIP based phone system, away from the legacy ISDN lines. As part of this digital transformation, Espria provided resilient connectivity to ensure that our client was future proofed against the PSTN/ISDN switch off.
When the lockdown hit, the solution was scaled up to add mobile apps enabling agents to access the phone system from anywhere. Calls could be transferred; incoming calls had the correct caller ID and outgoing calls could still present the correct company contact number. Even as the ‘Pingdemic’ kicked in, agents were easily able to switch between in office desk phone and softphones or mobile applications so that no customers were affected by our client’s team having to work from home.
Call reporting and call recording features were enabled so that our client had a full holistic overview of their customers experience so they could ensure that their 1st class service level continued.
Wall boards have since been installed in the offices so all agents can see their call stats, waiting times and ensure no customer are left waiting on hold or calls missed.
