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IT Director at CAA Mark Collis

- Countrywide Accident Assistance integrates ‘voice’ into its motor claims tracking system for improved efficiency 24/7

London, UK, 21st July 2009 – One of the UK’s leading outsourced claims providers for insurers, fleet operators and transport managers, Countrywide Accident Assistance (CAA), has implemented a unified communications (UC) solution from Swyx. Based in Ipswich, CAA employs over 60 staff and will use the new integrated solution to reduce the time it takes for motor accident claims to be processed. Supplied by Swyx Gold partner GP Network Solutions the new SwyxWare UC solution will replace its existing telephony system to allow full integration with the company’s Claim and Repair Accident Tracking (CARAT) system.

IT Director at CAA Mark Collis comments on the new initiative, “As a ‘pure’ IP based UC solution the offering from Swyx had several advantages over all the other products we looked at. Both its simple integration capabilities and its impressive standard feature set such as call recording, call routing and easy scripting meant that we could implement the solution at a fraction of the cost of carrying out the development work ourselves.”

Using the CARAT system, CAA’s clients are able to access full claim information about their fleet around the clock remotely, via a web browser. The database provides detailed information customised to each client’s requirements including average repair cost, vehicle down time, and average claim costs.

According to Mark the effectiveness of this system will now be vastly improved as one of principle components of each claim, ‘the conversation’ between claimants and insurers, can now be recorded. He explains, “The Swyx solution allows us to capture each telephone conversation and store it as a ‘data record’ within each of our tracking files, thus combining both voice and data information within a single entity. This makes it very easy for our customers to track progress on claims and repairs as all the relevant information is available in one place at a click of a mouse.”

He continues, “Another feature we like is the Interactive Voice Response (IVR) capabilities. With the Swyx system this is very easy to set up and use in house without the need to call on support from a third-party. Also it is very flexible allowing us to route calls to the appropriate specialist with the least number of key strokes. This has resulted in calls being resolved quickly and efficiently”.

GP Network Solutions (GPNS) will also assist CAA in designing and implementing a disaster recovery plan which in part will take advantage of Swyx’s seamless remote access capabilities and SwyxMobile. Mark concludes, “We are very happy with both the Swyx solution and the professionalism and expert knowledge demonstrated by GPNS. We now have a productive Unified Communications platform, which we can customise and build on as our business evolves”.

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Editor’s notes:

About Countrywide Accident Assistance (CAA)

Countrywide Accident Assistance is the market leader in providing a total outsourcing claims solution. With accessibility and live reporting available from its unique CARAT system, clients can monitor the progress of claims 24 hours a day, seven days a week. The company provides one stop total claims handling solution from taking the initial first notification of loss call through to settlement of the claim.

Using the CAA Repairer Network covering Great Britain and Ireland, the company ensures complete access to all vehicle and insurance claim information. It maximises control over repair and claims costs, minimises claims duration as well as vehicle downtime. The company employs 60 people from its headquarters in Ipswich.

About Swyx:

The Communication Engine

Always ready to challenge the market, Swyx develops software based unified communication solutions that continually push the boundaries whilst maintaining its core belief that technology must always deliver tangible business value and productivity for clients.

Renowned for product innovation, Swyx aims to continually delight its customers and business partners by providing the best possible products and services to help make them more competitive in their markets.

Established in 1999 and headquartered in Dortmund, Germany, Swyx now has offices across Europe. Today the company is recognised as the market leader for unified communication in Europe and has enabled thousands of businesses to take advantage of the benefits of unified communication and associated applications.

An easy-to-install, easy-to-maintain software-based system, SwyxWare is The Communication Engine designed to drive a company forward. Based around familiar Microsoft® Windows® applications, the Swyx solution is designed to integrate perfectly with existing business software, including all financial and business process management tools. It offers all the agility of a business-class communication solution with the flexibility to match – and to grow with a company’s specific needs. Powerful business communication, that is simple, quick and easy to set up and manage, giving businesses full control, and making them more responsive to the needs of its customers, wherever they are.

Press contact : Jane Moores/Sally Minchin, TTA Communications Ltd,
Tel : 0845 658 0120 / 01225 580214 email: /


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