Declining ISDN service accelerates our insurance clients’ desire to transform their Communications
Espria supported a specialist insurance company in Midlands who have provided Motor Trade and Commercial Insurance for over 30 years. Their aim is to provide 1st class service, with single point of contact, from quotation to renewal, with a promise to be available when their customers need them the most.
The company’s issues : Declining ISDN impacting their ability to provide high levels of customer service
Having been on a traditional ISDN phone system our client recognised that the PSTN/ISDN switch off meant that their soon to be end of life phone system needed updating; and they didn’t want to leave it too late and be caught out in potential price rises or supply issues.
When COVID hit, their customers still needed insurance quotations, renewals, and claims to be processed. With a promise of always being available when their customers needed them, the work from home order caused challenges with meeting core business values as the on-site legacy phone system was unsuitable for remote workers.
Even after the lockdowns, with customers on the phone, it was important that our client could recognise and adapt to busy periods to ensure they had sufficient resources available when their customers needed them.
To provide a 1st class service they wanted to ensure that no call went unanswered and that holding times were kept to the minimum. It was therefore going to be challenging to maintain high standards during lockdowns and with staff required to work from home.
Our solution: A VoIP based phone system providing operational agility.
Espria moved the business to a VoIP based phone system, away from the legacy ISDN lines. As part of this digital transformation, Espria provided resilient connectivity to ensure the client was future proofed against the PSTN/ISDN switch off.
When the lockdown hit, the solution was scaled up to add mobile apps to enable agents to access the phone system from anywhere. Calls could be transferred, incoming calls had the correct caller ID and outgoing calls could still present the correct company contact number. Even as the pandemic kicked in, agents were easily able to switch between in office desk phone and softphones or mobile applications so that no customers were affected by our client’s team having to work from home.
Call reporting and call recording features were enabled so that our client had a holistic overview of their customers’ experience ensuring their 1st class service levels continued.
Wall boards have since been installed in the offices so all agents can see their call stats, waiting times and ensure no customers are left on hold or calls missed.
You may be interested in
Your guide to leveraging NCE pricing to get the best value
Renewing your Microsoft Licensing Agreement is an opportunity to align your IT strategy with your business goals. It allows you to take advantage of the latest technologies, optimise costs, and ensure compliance with industry standards. While this might seem straightforward at first glance, to achieve the best value and biggest discounts, it’s often more complex than it appears and navigating the renewalprocess requires careful planning. In this Blog we will walk through what you need to know about the new Microsoft Licensing rules,when to get the best value from your renewal, and how to review…
Loving your customers with AI, cybersecurity and peace of mind with MSP support
2024 has marked a massive shift for SME IT needs, as creating an appropriate and optimised business strategy has become an increasingly difficult challenge for business owners and IT operators nationwide.
Protect your student data from continued ransomware attacks, says Espria
With ransomware rates still high for education organisations, better security oversight and orchestration is needed across UK schools.
Fortify and Reassure with Compliance and Cybersecurity Synergy
With new cyber threats emerging, businesses will need to develop a seamless and blended approach to cyber and compliance for strategic success.
UK businesses cannot continue risking reputation with shoddy security, says Espria
Sophos’ 2024 Threat Report recently highlighted ransomware as the biggest existential cyber threat to small businesses. While cyberattacks on large companies and government agencies may receive more news coverage, Sophos reported that SMB’s are generally more vulnerable to cybercriminals and suffer more proportionally from the results of a breach.
Peace of mind: Cloud is key in scaling systems to your business needs
Meeting the demands of the modern-day SMB is one of the challenges facing many business leaders and IT operators today. Traditional, office-based infrastructure was fine up until the point where greater capacity was needed than those servers could deliver, vendor support became an issue, or the needs of a hybrid workforce weren’t being met. In the highly competitive SMB space, maintaining and investing in a robust and efficient IT infrastructure can be one of the ways to stay ahead of competitors.