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The company is a retail life insurance broker developing online leads from a number of online sources into their sales call centre. With over 100 staff they provide both advised and non-advised service to customers using third party comparison software to identify quotes.
Objective
We were tasked to design and build a system to manage the entire business and incorporate all third party software. The company revenue was tied to cost effective customer acquisition and policy retention so effective customer communication and tracking were key.
Results
The system incorporates all aspects of the business within one secure platform allowing complete control and efficiency. It incorporates multiple departments with multiple permission levels with quality portals for compliance and integrated access to comparison software.
Customers are tracked through their entire lifecycle from lead through to the end of their policy with intuitive relationship management and tracked communication throughout. Staff training and staff monitoring processes are recorded with integrated calendars and prompts.
The full reporting suite gives access to detailed and dashboard data making key performance indicators and in depth data investigations easy and accessible.