VeriSIM has designed, built and implemented a function, pixel and data-perfect simulation of Bright Grey’s Customer Care Consultant’s (CCC) ‘Web Quote’ application to facilitate improved training, reduced training costs and enhanced customer service. Bright Grey is an innovative, lifestyle protection provider and is part of the Royal London Group. The business is based in Edinburgh and is using the simulation, the first of its kind in the insurance sector, to train its Customer Care Consultants. The simulation trains the team to provide quotes to the Independent Financial Advisor (IFA) market, for lifestyle protection products, such as life and critical illness cover.
In addition to the training and customer service benefits for Bright Grey, VeriSIM’s simulation has enabled the company to avoid the creation, installation and support of an expensive parallel environment. Furthermore due to the efficient simulation build process, VeriSIM required only minimal interaction with Bright Grey’s IT team to create the simulation, this allowed Bright Grey’s IT team to concentrate on delivering the ‘Live’ systems.
The simulation has proven to be 100% reliable during training sessions and with its auto data reset capability the training teams have found that they can deliver full system training without any reliance on IT support staff to keep the training system ‘alive’. VeriSIM’s ‘Web Quote’ simulation includes a tailored engine to provide accurate quotations based on intuitive industry data.
David Robinson, Chief Executive at Bright Grey, said: “We needed a stable, fully interactive training environment for our Customer Care Consultants to be trained on our quotation system. VeriSIM’s simulation technology fulfilled our requirements exactly! Very little pressure was placed on our IT team during implementation of VeriSIM’s simulation and because there is no need for ongoing maintenance support, our team can concentrate on developing the ‘live’ applications rather than maintaining training systems. VeriSIM’s technology enabled us to train our people on the new application before it went live. This helped us to launch Bright Grey on 31st March with a team of highly trained and confident Customer Care Consultants.”
James Anderson, CEO and co-founder of VeriSIM, added: “Across all areas of the financial services sector the need for timely, reliable and in-depth training on new applications requires more attention. Pressure on IT teams during the development of core applications is all-consuming, with the need to better equip staff to deliver the benefits of these systems often getting overlooked until the eleventh hour. To try and address these challenges, companies have relied on expensive and unstable parallel environments or e-learning packages which are unable to replicate the experience of using the system. Bright Grey has given us the opportunity to clearly demonstrate how the use of VeriSIM simulation technology can train employees earlier, faster and more completely, resulting in the highest standards of customer service within the insurance sector.”
Founded in August 2000, VeriSIM develops applications and tools, which create fully functional replicas of real software systems for use in user training, customer marketing and prototyping. VeriSIM’s applications deliver substantial value to a wide number of industry sectors, such as financial services, utilities, Government and telecommunications, by creating a true user experience without the inherent costs, risks and limitations in providing access to the live system or parallel environment.
VeriSIM’s product portfolio is optimised for specific areas of industry including: banking and financial services systems; calls centres, retail delivery and CRM software systems; dealing/trading systems and software application development. VeriSIM’s clients include: The Royal Bank of Scotland, Intelligent Finance, Tesco Personal Finance, Bank of Scotland, Bright Grey (a division of Royal London) and Halifax Plc.
For further information please contact:
Tel: +44 (0) 1383 427 607
Fax: +44 (0) 1383 427 360
Harvard Public Relations
Stephanie Kane / Isabel Robinson
Tel: +44 (0) 20 8759 0005
Fax: +44 (0) 20 8897 3242
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