Infographic | 2016 UK Multichannel Customer Experience Study
100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.
Insurance
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Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
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Domestic & General
- Industry : Insurance
- Product : Eptica Customer Engagement Suite, Agent Knowledge Base
- Country : United Kingdom
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. Through its Fido knowledge management project, powered by Eptica, it has transformed customer service by centralising knowledge
Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. The company has transformed customer service by centralising knowledge, enabling its 1,400 agents to deliver faster, more consistent information to customers.
In the UK, Domestic & General’s customer service is delivered by 1,400 employees split between contact centres in Brighton, Nottingham and Bedworth. Ensuring these front line agents are able to provide excellent, efficient service to customers requires access to consistent and comprehensive information. This customer service information, which includes contact details for manufacturers and details of warranty plans, needs to be at the agent’s fingertips so they can respond quickly when on the phone.
Previously this information was stored in a paper based system. This meant that staff needed to manually search physical folders to find the answers to customer questions, slowing the pace of service, reducing consistency and lowering First Contact Resolution rates. Updating manuals was both time consuming and laborious – meaning that new information couldn’t be communicated quickly to staff. This paper-based approach also increased the training time needed to bring new staff up to speed.
Domestic & General realised it needed to change how it managed customer service information with a system that would allow knowledge to be centrally accessed and shared across the entire service operation.
Agent Knowlegde Base Benefits
Domestic and Genral improve her efficacity and communication with Eptica and :
22%
Reduce average call time
55%
reduce hold times
20%
to reduce in training time for an agent
Infographic | 2016 UK Insurance Multichannel Customer Experience
10 leading insurers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.
UK Insurance Multichannel Customer Experience Study 2016
Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.
After reviewing the market, and seeing the success that a sister company within the Ageas group had achieved by using Eptica, ARI chose to implement the company’s multichannel customer service suite to enhance the Kwik Fit Insurance Services model.
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Ageas
- Industry : Insurance
- Product : Eptica Customer Engagement Suite, Email Management, Fax-Letter-SMS
- Country : United Kingdom
After reviewing the market, and seeing the success that a sister company within the Ageas group had achieved by using Eptica, ARI chose to implement the company’s multichannel customer service suite to enhance the Kwik Fit Insurance Services model.
Eptica’s award-winning software provides an integrated solution for the management of online customer service, including email management and the processing of letters, SMS and fax. It uses linguistic based workflow to ensure every enquiry is routed to the relevant department or managed by the right automatic process. It also analyses each customer request and provides agents with the right response or transaction template to ensure greater accuracy, consistency and faster processing.
Infographic | US Insurance Eptica Multichannel Customer Experience Study
Are insurers failing to deliver on digital customer experience?
Domestic & General
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million customers