Daviker Customer Case Study : Insurance & Warranties

Background

Motorway Direct are the UK’s fastest growing provider of warranty products to the motor industry. They offer insurance products under license from the AA motoring organisation under the brand 'AA Warranty'.

Motorway Direct had previously outsourced their telemarketing operations but they felt they would benefit from reduced cost, improved reporting and increased control of bringing their operations in-house.

Original Cheap Dialler Solution ‘Not Up To The Job’

The Motorway Direct contact centre started out with eight agents and they soon realised that, they would need to purchase predictive dialling technology if they truly wanted to obtain maximum efficiency. With cost minimisation their primary objective, they purchased an NMS Adaptive predictive dialler. However, it quickly became clear that the system did not have the functionality required to obtain maximum efficiencies.

Andrew Brown stated: “From the outset the dialling system we bought was not right. It did not have any call recording so we had to use a third party system. And this became very ‘hit-and-miss’. Finding calls could take time and this was not acceptable if we had to deal with a complaint. If the system went down, it could take days to find out what the cause of the problem was.” Andrew added, “In this business, the ability to produce real time reports and historical statistics is very important and as our operation developed, it became apparent that the purchased system could not achieve this. We didn’t know what our agents’ performance was like and we could not manage campaigns effectively.”

Motorway Direct Speak to Daviker

Andrew was very impressed with the presentation from Daviker: “From the initial demonstration it was apparent that the TouchStar system offered everything that we had been lacking with the NMS Adaptive – the reporting, the recording, the ease of data importing, etc was all there. I also felt the guys who came over from Daviker were extremely knowledgeable but just as importantly, were really friendly and down-to-earth and felt I could do business with them.”

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.”

Complete Solution with Robust Reporting and Call Recording

Andrew was immediately impressed with the productivity gains that resulted after implementation. He added: “TouchStar was everything and more in terms of what I expected from a dialler – and had the vital robust reporting and call recording features that had been missing from our previous solution.”

Scalability and Call Blending

The scalability of TouchStar was made apparent when Motorway Direct increased their operation to 30 agents soon after the initial installation. They are already planning to use the blended capability of the system to integrate inbound customer service elements of the business into TouchStar.

Since installation, Motorway Direct have increased their operation to 30 agents and have experienced the following results since implementing TouchStar:

• Agents talk time has almost trebled.
• A huge increase in sales meaning a very quick return on the investment.
• A system that fully complies with and exceeds all OFCOM, DMA and FSA regulations.
• The ability to report with detailed statistics from all campaigns in real time has made management of the call centre business more focused.
• Flexibility to build campaigns in a variety of sectors has allowed new products to be introduced.
• Seamless integration with their current customer service functions which meant streamlined business processes.

Andrew Brown concluded:

“TouchStar was everything I expected from a dialler and more. We thought we could achieve our objectives with a basic Power Dialler but it became clear that would never be the case. Since we implemented TouchStar, we have gained the functionality that we needed to operate our business in an effective manner. We feel that Daviker provides the most cost effective, value-for money solution on the market.”

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