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

Chris Briggs – Head of customer Service Domestic & General

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.