Cloud-based technology provides agile, flexible and cost-effective solution to manage spikes in demand
13 December, 2011: Cunningham Lindsey UK, one of the world’s leading loss adjusting and claims management companies, has rolled out virtual contact centre technology from NewVoiceMedia across its 24/7 customer helpline operation. The claims management and loss adjusting business is using NewVoiceMedia’s ContactWorld solution to manage the upsurge in call volumes that often occur around Christmas due to extreme weather events.
The company’s Bristol-based IT service centre staff piloted the solution and its success has led to ContactWorld being implemented by their emergency helpline service, which is situated in Cardiff. As a result, Cunningham Lindsey now benefits from increased flexibility – trained claims staff can manage the overflow calls from home, or wherever they may be, effectively boosting the company’s response to any increase in demand.
Cunningham Lindsey’s customer helpline operates 24 hours a day, seven days a week. They are used to dealing with fluctuations in call volumes, but extreme weather conditions - flooding, storms and one-off disasters– can cause huge variations. Previously, the company would have had many appropriately skilled staff on standby, ready to come into the office on short notice, incurring extra cost for the business and inconvenience for staff. From now on, they will be able to scale up their operation easily and cost-effectively, in-line with their needs. With ContactWorld, the helpline’s trained staff can switch on their laptop and begin serving customers within seconds. This increased speed and flexibility means that the business is able to offer better service to clients and their customers as a result.
ContactWorld also offers advanced call routing functionality, meaning that the teams with the most appropriate skill set can handle the right calls, therefore offering a more personalised experience for clients.
Service centre director at Cunningham Lindsey, Steve Whetter, explained: “We’re used to dealing with fluctuations in demand, but to upscale effectively we need to be highly flexible and adaptable. ContactWorld ensures our infrastructure operates as seamlessly as possible, so that each customer receives excellent service, regardless of the season or weather pattern. We chose NewVoiceMedia as they ticked every one of our requirement boxes. What’s great is that we’re far more agile now, and with cloud technology we’re better prepared than ever before for any upsurge in demand.”
Jonathan Gale, CEO of NewVoiceMedia added, “Businesses live and die by their ability to provide fast, effective and personalised customer service and cloud technology has the ability to deliver this at a fraction of the price of on-premise alternatives. We’re extremely pleased to have been chosen by Cunningham Lindsey to help them plan for peaks in call volumes over Christmas. Not only are they able to upscale their staff numbers quickly with little hassle, but their customers are also benefitting from a more tailored service due to improved call routing. An effective home working strategy also offers a huge boost to staff morale providing improved work-life balance to employees. Furthermore it takes the worry out of travelling to the office during adverse weather conditions allowing staff to work as effectively from home as in the office. The Cardiff-based helpline now has a fully integrated true cloud service, which is capable of ensuring that the company can provide a fantastic service, now and in the future.”
