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Premium Choice Insurance are a small niche insurance broker.
And what we specialize in is finding groups of people who find it difficult to
get good quotes from the mainstream.
So people like kit car owners, or people who just passed their test. We're able to find
the best policy for them. Premium Choice was established in 1999
by myself and Richard Dornan.
we have 148 staff in the building
employed in the customer service center.
Via the phone system, via computer system,
via the internet
we use various levels of technology
to help our customers get to use quickly
and we can use the technology for sifting out information to get them better deals.
The first thing was that we needed to streamline our
business processes, so that
from initial contact all the way through to giving the right specialists insurance policy
we had a system to cope with our 70,000 internet
quotes a day, and 2,000 emails or messages coming into the team.
Well when we were looking into which company to chose we started with the Gartner report
for small to medium enterprises and
that positioned ShoreTel as the only real strong positive for both
value and features in the report.
The total cost of ownership for ShoreTel was significantly lower
than the competitors.
One of the great changes for us was being the ability to take the quotes as they
come in real time and they grab those and prioritize them and we now able to take
those prioritized calls
quotes and feed them into the phone system so when people ring in they get a high priority
and we answer the calls which most likely to result in a sale first.
We now been able to put into place a plan with a data redding
and were able in case of a disaster to switch the phones across
from modem to redding without any loss of service.
The average wait time for our customers
was several minutes previously it's now down to about
about a minute and a half
which is a fantastic result for all which means we can service more customers and they are not
waiting in queues
and they can go on with their day. It's a great result for everybody.
The new system is now streamline our customer contact and very very easily,
and very very efficient,
the click to dial
which is the call box facility has enabled us to
instead of having
us to go through manual call box finding numbers, numbers might
not be in service anymore,
there's lots of different stages to calling a client back, where as the click to dial because the number is
already in the system
the client has chosen the numbers they want a call back on. It's an instant thing
which means we map to service a lot more customers very very quickly, which has helped with our renewal retention means they haven't gone elsewhere with
competitors.
Voyager Networks is a provider of unified communication systems and technology
solutions
to UK businesses. Voyager prides itself on
assisting companies achieve growth
through the use of technology. The technology provided by ShoreTel and implemented by Voyager has enabled Premium choice
to really understand what's happening with their customers and to react to that. I think the
relationship between Voyager and ShoreTel is really strong.
And that's provided a great deal of benefit to an organizational like Premium Choice Insurance.
It's enabled Voyager to really extract all the technical benefit
from the ShoreTel solution into a much smaller technical package
reducing the carbon footprint by reducing the reliance on
servers and more technology.
So ioverall it's a much more efficient and elegant solution. What we've managed
to avoid now
is the nightmare of the customer being passed from person to person,
team to team
and getting more and more frustrated as they go through the call.
So now we get them to the right person as fast as possible
the customers happier, were happier and the whole thing works much more smoothly.