Warranty Holdings Cites Noetica’s Synthesys Call Centre Software Solution As The Reason For Increased Customer Retention
Noetica, provider of easy to use call centre and CRM solutions, has announced that insurance services specialist, Warranty Holdings, has purchased Noetica’s Synthesys call centre technology to manage its outbound calls.
Founded in the UK in 1974, Warranty Holdings supplies a wide range of insurance services to the motor industry.
"Our main goal is to increase our renewal rate by 50%," explained Director of Direct Marketing Mark Coles. "With Synthesys I am confident that this can be achieved" Since the implementation of Noetica’s solution, Warranty Holdings has already seen the benefits.
"With 20 seats installed, we have doubled the amount of calls that we have been able to make and therefore have got closer to our renewal rate goal," continued Mark. "Synthesys is able to automatically assign the next call and the flow of the call itself which has reduced our average call duration to as little as four minutes."
Due to Synthesys being so easy to use, Warranty Holdings has seen a dramatic reduction of agent training time, reduced from two weeks to only three days. "Synthesys has redefined the role of the agents," said Mark. "We no longer need to train them on product knowledge due to Synthesys’ clear and consistent presentation of information and the ability to link into relevant documents and websites within a second of the agent clicking the link."
For example, Synthesys has integrated into existing processes, including linking it to HPI Equifax - the vehicle data validations bureau database of 66 million vehicle records - and can get back an answer in under 2.4 seconds. Also, via an SQL database, sales fulfilment is sent to a fulfilment house via email, making the system now paperless apart from the policy sheet sent to the customer.
"One of the most impressive features of Synthesys for us is the ability to change the callflow/scripts quickly and easily," concluded Mark. "We can give a new callflow a trial run parallel to existing ones and then run a report on whether it is worth migrating to."
"The deal with Warranty Holdings is particularly exciting for us," commented Keith Symondson, Commercial Director of Noetica. "It utilises many of Synthesys’ key features. They use the callflow design (scripting) functionality extremely well to enable the callflow to be personalised to the customer’s needs. Its great to see the product’s unique branching facility is providing great results for them through cross-selling and up-selling during the conversation."
Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).
Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications.
For further information on Noetica, please visit http://www.noetica.com.
Synthesysä is a registered trademark of Noetica
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Martin Brindley / Natalie Johnson
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