Claims Management
UK Claims Organisation
UK Claims Organisation provides a one stop shop for people involved in road
traffic accidents that wish to make compensation claims. The Liverpool based
company was formed in 2010 and has already witnessed significant growth and
has quickly established itself as a force within this highly competitive industry.
Past
UK Claims Organisation 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.
Lesley Severs, Sales Manager 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how long could we be viable as a business utilising outdated,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?"
Why did UK Claims choose Daviker?
- Complete 'fit' with the claims management sector.
- Ability to increase claims processed by almost 400%.
- Versatility and scalability that is ideal for a growing business.
- 24x7x365 UK based engineering support.
- Complete 'call centre in a box' with recording, reporting and scripting.
- Seamless integration with back office workflow system.
Lesley Severs & Joe Walker
Daviker Proposals ‘In Tune’ with Claims Management Sector
UK Claims Organisation quickly made the decision to invest in
predictive dialler technology and invited Daviker to showcase the
TouchStar system. Lesley and Operations Manager, Joe Walker
were immediately impressed with Daviker’s proposal.
Joe 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!"
"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."
Very Fast System Implementation
Once UK Claims Organisation chose Daviker as their call centre
supplier, implementation was quicker than expected. Joe 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."
Present
Almost Quadrupling Productivity
UK Claims Organisation is witnessing huge increases in efficiency
and productivity as the Daviker solution revolutionises their
business.
Joe 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
Joe and Lesley have been impressed by the simplicity and ease of use of the Daviker solution. Joe continued:
"It's easy to input data and the data recycling rules allow us to get a maximum ROI on the data we purchase."
Lesley went on to add: "Small businesses like ours can't aff ord
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-defi ned validation, calculations
and decision making. This has been particularly relevant for the
complexities of the claims process.
Joe 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
Joe 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 Workfl ow Solution
UK Claims Organisation 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.
Daviker are completely in tune with the
specific needs of our industry, whereas none
of the other suppliers seemed to have any
understanding whatsoever.
Joe Walker,
Operations Manager,
UK Claims Organisation
Future
UK Claims Organisation is continuing to grow its business and
see the Daviker TouchStar solution as an integral part of their
plans. They are planning to move to larger premises within
the next 12 months and expand both the claims and marketing
companies.
Lesley Severs 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."