Daviker Customer Case Study : Insurance

Background

Grove & Dean is a family-owned organisation based in Romford, Essex providing a full range of personal and corporate insurance services and financial products to clients throughout the UK. They provide a one stop shop for any individual or company insurance requirements and specialise in niche areas of the insurance market which focuses on classic and modified vehicles.

Prior to Grove & Dean contacting Daviker, they were obtaining leads via well know aggregators including Go Compare, Money Supermarket, Compare the Market and Confused. This resulted in thousands of leads coming to them each day. Many of these leads were being wasted as it wasn’t possible to call them all due the inefficiencies of manually dialling. This wastage entailed that call centre staff contacted around 33% of the calls made and only 25% of these would get transferred to a sales advisor for a quote. The result of this was a mere 8% of all calls made receiving a quote.

Requirement to Increase Lead Contact Whilst Retaining 'Personal Touch'

Grove & Dean needed to find a way contacting a much higher percentage of leads without increasing their staff numbers and associated costs such as seats, desks, computers, space and wages.

Sales Manager, Peter Gates added: "We were aware of other call centres using predictive dialler technology and began to investigate the options available. We wanted to ensure we would retain one of our major strengths which is the personal touch of speaking to everyone that we insure."

"We saw a number of dialler systems but only Daviker’s TouchStar solution stood out. This was the only dialler that offered us the control and flexibility to continue to run the business the way we wanted, whilst massively increasing productivity."

Present

Initially Daviker installed 12 TouchStar licenses at Grove & Dean. However, they quickly saw the benefits provided by the system and replicated the efficiencies provided by the dialler into other areas of the business. They now have over 50 users experiencing the following benefits:

• Dramatic increase in agent talk time and subsequent sales
• Reporting with detailed statistics from all campaigns that enables Grove & Dean to monitor the success of campaigns, agents and call result codes (CRCs)
• Call recording with simple retrieval and playback that monitors quality and creates benchmarks
• Call centre managers and team leaders receive free ongoing training
• 4 x 7 x 365 UK based engineering support
• An appointed expert business development manager to advise on optimal use of technology and processes

24 x 7 x 365 Support

Daviker’s offer of 24 hours support, 365 days a year was something Andrew felt was a major point of differentiation: “None of the other companies offered this – it seemed to us that Daviker were the only solution provider that was really interested in us developing our business. Everything in their presentation was all about how different features on the system would be of benefit to us, not at list of every single feature the system had.”

Automated Data Import

Leads from multiple aggregator sites are automatically imported into the TouchStar dialler ensuring leads are contacted within seconds.

Peter Gates added: “The insurance market is highly competitive and a large number of competitors will receive the aggregator data. Therefore, the one that contacts the lead the quickest gives themselves the best chance of selling the policy. TouchStar ensures all leads are contacted quickly and by the advisor with the appropriate skill set."

Versatility and Scalability

Peter has been particularly impressed with the versatility and scalability of the TouchStar system.

He added: "As we've been expanding the dialler into other areas of the business, we've been highly impressed with the ease in which TouchStar can be configured to meet the needs of different departments. Also, expanding the dialler was easy – whether that was adding hardware or increasing licenses. Daviker's highly skilled engineers were on hand 24/7 to support us all the way."

Inbound & Blended Functionality

TouchStar has allowed Grove & Dean to seamlessly blend inbound calls with their outbound dialling activity which has optimised agent performance and managed bursts of inbound activity.

Reduction of Staff Overheads

Peter stated: “Implementing in the TouchStar system has allowed us to significantly reduce staff overheads. Our agents are now three times as productive compared to manually dialling. This enables us to deal with thousands of leads per day this has increased our efficiency and productivity.”

Peter Gates Concluded:

"The TouchStar system and support provided by Daviker have been invaluable. We feel that Daviker are a highly reputable and established supplier we feel we can trust. They also provide the most cost effective, value-for money solution on the market."

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