Daviker Customer Case Study : Claims Management

Background

RTA Claims Experts provide a one stop shop for people involved in road traffic accidents that wish to make compensation claims.

RTA Claims Experts buy data containing people who have previously indicated they were involved in a road traffic accident and wish to make a claim. In the initial stages of their operation, they manually dialled these individuals but this method of contact was proving highly inefficient.

Steve Wood, Managing Director added: "It seemed everything within the business was time consuming. We were not contacting nearly as many people as we would have liked. We simply couldn't get through all the data and we were losing a lot of potential business. We had to ask ourselves the question, how long could we be viable as a business utilising outdated, inefficient methods?"

Daviker Proposals ‘In Tune’ with Claims Management Sector

RTA Claims Experts quickly made the decision to invest in predictive dialler technology and invited Daviker to showcase the TouchStar system. Steve and fellow Director, Wesley Parr were immediately impressed with Daviker’s proposal.

Wesley added: "It was a very easy decision to make. The Daviker solution had everything a growing business such as ours required. Furthermore, they seemed to be completely in tune with the specific needs of our industry, whereas none of the other suppliers seemed to have any understanding whatsoever. It was an easy decision to make!"

Very Fast System Implementation

Once RTA Claims Experts chose Daviker as their call centre supplier, implementation was quicker than expected. Wesley added: "The engineers from Daviker quietly came and went about the job and before we knew it, the call centre was up and running in no time at all! They stayed on site to ensure everything was working properly and ironed out any teething troubles."

Almost Quadrupling Productivity

RTA Claims Experts are witnessing huge increases in efficiency and productivity as the Daviker solution revolutionises their business.

Steve said: "The productivity increases have been phenomenal and the figures speak for themselves. We have gone up from handling 40 claims per month to 155, which has really allowed us to grow the business. We have recently doubled the number of agents on TouchStar and obtaining extra licenses could not have been easier."

Simplicity

Steve and Wesley have been impressed by the simplicity and ease of use of the Daviker solution. Wesley continued: "It's easy to input data and the data recycling rules allow us to get a maximum ROI on the data we purchase."

Steve went on to add: "Small businesses like ours can't afford to employ expensive IT departments so it is vital that the system is easy to operate and that’s the way we like it! Furthermore, the Daviker support team being close at hand is always willing to help with any issues."

Agent Performance Improved Through Advanced Scripting

Daviker TouchStar has allowed agents to become 'experts' with all aspects of the claims process. Advanced scripting with logical branching includes pre-defined validation, calculations and decision making. This has been particularly relevant for the complexities of the claims process.

Wesley added: "It works like magic. Everything we want the agents to say or calculate just pops up on their screens so the amount of time training them is kept to an absolute minimum."

Improved Agent Performance - Call Recording and Monitoring

Steve has made intensive use of the integrated call recording and playback facility. He elaborated by saying: "I listen to agent calls every day to ensure our expectations are being satisfied. If we receive a complaint or have difficulties with a client, I can quickly retrieve the call and take any appropriate action necessary. The agents are also aware that calls are being recorded and this improves their performance. TouchStar Supervisor allows us to see in real-time the status of agents so I know how long agents are on call, in wrap time, unavailable and so on. "

Seamless Business Integration with Workflow Solution

RTA Claims Experts also invested in the Daviker TotalWorkFlow solution which replicated the efficiencies gained from the call centre into the claims administration process. The two software packages have been seamlessly integrated and ensure maximum efficiencies have been obtained throughout the business.

Steve Wood concluded:

"We are here for the long term and expect to diversify into other claims management and financial service operations. Daviker solutions are so adaptable and versatile that we know we won't need to invest further should the business model change at some point in the future."

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