Hastings Direct enhances customer service with centralised knowledge
As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading to slower responses and potential customer dissatisfaction.
On this blog we’ve talked a lot about the importance of centralising knowledge and then making it available across all customer channels to deliver a consistent, high quality experience.
So we’re delighted to announce that fast growing insurance retailer Hastings Direct is deploying Eptica’s multi channel customer service platform to manage knowledge, enhance customer service and provide improved channel choice for its 1.3 million customers.
Hastings Direct is a multi-award winning company which offers car, motorcycle, van and household insurance direct to the public and through affinity partnerships with many UK and global leading brands. It operates under the Hastings Direct, People's Choice, insure and Renew brands.
Nigel Hurst, head of change & continuous improvement, Hastings Direct said: “Eptica will allow us to look after our customers even better as we continue to grow. We want to ensure customers can contact us through the channel of their choice and we recognised we needed a platform that could help us deliver this, while also enhancing service. We chose to work with Eptica as they demonstrated a deep understanding of the insurance market and a long term partnership approach that will help us empower our staff with knowledge and achieve our goals, now and in the future."
The company will use Eptica to centralise knowledge and make it available across email, telephone and web self-service channels. Initial implementation is planned to commence in December 2013 at its head office providing staff with access to the most up to date information for resolving customer enquiries.
As Hastings Direct’s growth shows, managing the customer experience is at the heart of success in competitive markets such as insurance. Centralising knowledge and sharing it across multiple channels delivers the enhanced service, improved choice and greater efficiency that companies require if they are to win and retain customers, whatever sector they are in.