One Sure Insurance Case Study

Requirement: Hosted Contact Centre

One Sure Insurance required a modern Contact Centre solution complete with effective Business Continuity and Disaster Recovery capabilities.

The Client

One Sure Insurance is one of the UK’s fastest-growing, independently-owned insurance brokers, providing a broad range of insurance policies for homes, cars, vans, HGVs and more. The company operates under a number of trading styles including the iconic Spitfire Insurance brand, and aims to provide competitively-priced policies tailored to customers’ individual requirements. One Sure partner with some of the UK’s most respected insurers - such as Aviva, Zurich, Liverpool Victoria and many others - to provide a personalised service using its own qualified and experienced staff, priding itself on being different to other “online only” insurance operators.

The business is expanding rapidly, and One Sure was facing some key business and technology challenges. The company needed a solution for both Voice and Data that was easily scalable to support a rapidly growing organisation - important not only for system capacity but also bandwidth across the network to ensure great operational performance. One Sure understood that to keep customers engaged it needed to offer more than just a telephone-based Contact Centre; the company also needed to be able to accommodate and efficiently manage enquiries from a wide range of digital sources, including social media and live chat. One Sure also required robust Business Continuity and Disaster Recovery covering not just traditional data, but also voice to ensure that it complies with the strict regulations that govern the insurance industry. Partnering with GCI for more than a decade, the relationship became an integral part of One Sure Insurance’s business throughout its growth, and therefore the company trusted GCI to recommend the solution that would best meet its objectives.

Technical Solution

GCI moved One Sure Insurance from an on-premise Voice PBX to a much more feature-rich, hosted Contact Centre solution, providing a flexible platform that enables customers to engage in a multitude of ways, including instant messaging, email, social media, live chat and more. To improve productivity GCI delivered an intelligent outbound dialler capability, which automatically links free unassigned Call Centre agents to contacts when campaigns are running. One Sure also get the benefit of peace of mind, with the platform monitored 24/7/365 but also operating as a geo-redundant system. The platform is replicated across two of GCI’s datacentres – an effective disaster recovery plan.

Success and Company Benefits

One Sure Insurance’s new Contact Centre solution allows the company to improve on its already-exemplary customer service by communicating with customers via a wide range of channels, as well as freeing up its own in-house developers to focus on front-end business improvements. One Sure also have comprehensive Disaster Recovery capability, which enables them to prosper in a very competitive sector.

Chris Lear, Managing Director at One Sure Insurance, said: “Engaging with a Managed Service Provider like GCI has effectively added over 200 people to our IT department. It has given One Sure a huge resource of learning and experience to call upon, and the whole structure of GCI’s “per-user, per-month” pricing structure allows us to predict costs alongside the ability to scale easily. As a result of all these benefits, we look forward to a prosperous working relationship with GCI for many years to come.”

 

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