Case Studies
Delivering expert resource and innovative tech solutions to scale a specialty carrier’s straight-through processing underwriting model
As a technology-powered underwriting organisation, this specialty carrier needed to establish the right support for their innovative straight-through processing for small business insurance—a method not widely adopted in the industry. With an aggressive enhancement and evolvement schedule in mind, the firm required the help of industry experts who could help scale their business.
Simulations speeds up time to competency
Our client was experiencing challenges in attrition and maintaining professional standards when needing to engage an outsourced CS Team in supporting their customers with their medical device products.
Coaching Blended Experience
The client wanted our help to build on their existing offer to deliver a more practical and advanced performance coaching solution.
Confidence with Vulnerable Customers
Esure approached us to enhance their knowledge and confidence in supporting vulnerable customers through digital learning.
Agent Onboarding Transformation
Our Multinational Retail Brand Client came to us with a challenge in their CX team, an area with relatively high attrition and a lot of investment in days spent delivering new associate onboarding.
Supporting customer collections
Major UK bank with 500 seat collections and debt management contact centre. Requirement to negate 30% increase in activity due to Covid-19 “payment holidays”.