Since its inception, Animal Friends Pet Insurance has grown to become not only an award-winning business but also one of the largest pet insurance providers in the UK.
Animal Friends
We helped the insurance provider create a hybrid work culture for its 400+ staff, without compromising service quality.
CLIENT
Animal Friends
INDUSTRY
Banking & FS
SERVICE
Contact Centre
The client
The challenges
AnimalFriendsfounditsageingContactCentretechnologytobeinefficient.
Importantly, it wanted to enhance its reporting capabilities so it could access richer data about its customer interactions and ensure that it streamlined the process of meeting its compliance obligations to industry regulators.
Our goal
Helpthebusinessaccessricherdataaboutitscustomerinteractions.
We also partnered to streamline the process of meeting compliance obligations to industry regulators.
The outcome
Find out how our expertise could transform your organisation.
Project Completion and User Feedback
The project was completed from pilot to full implementation in just four months. Nasstar worked closely with the front line staff to ensure that they were comfortable using all the new features of the system so that the business and Animal Friends customers would derive maximum benefit. Animal Friends have reported a high level of positive feedback with users remarking that it has made their lives at work “less stressful” and “more productive” as calls are being routed to the right departments more efficiently in turn cutting call times.
Deployment of External Dialler
Other benefits include the deployment of an external ‘dialler’ so that outbound calls can be made using the system. This automated technology can quickly and easily detect busy signals, answer machines and disconnected numbers, which in turn has maximised agent productivity and driven up call volumes.
Secure Card processing
Additionally, a PCI compliance system is now in place, enabling Animal Friends to securely take card payments over the phone whilst adhering to industry regulations. As well as fully protecting customer card data, Animal Friends’ overheads of PCI compliance have been substantially reduced with the deployment of this solution.
New reporting function
The new reporting function has been a game-changer for Animal Friends and has provided senior management with access to real-time statistics. Key performance data, such as how many calls per agent and how many calls per day, has enabled them to analyse productivity and be more efficient as a business. This level of monitoring has been crucial when call centre employees are working from home.
Impact of Covid-19
Following the outbreak of Covid-19, the implementation of a cloud-based contact centre has enabled Animal Friends to redeploy its entire 400+ workforce to work remotely, without any drop in customer service.
Planning for the future
The success of the new Contact Centre project is further evidenced by the fact that Nasstar is now engaged with Animal Friends on the next phase of planning. The nature of the Cloud-based technology means that it is simple to add new features, as such Animal Friends are investigating the advantages of chatbots and the company is beginning to incorporate social media and email as additional methods of customer communication, all of which is powered from the central customer management system built by Nasstar.
Future-proofing the business
The steps that Animal Friends have taken in their technological evolution have effectively future-proofed their business via the Cloud. As a business, they are ready for the next innovations in technology, maximising their competitive advantage and helping customers more efficiently.