Case Studies
Fusion Contact Centres (BGL Group)
Fusion operate 5 call centres in the UK and South Africa, servicing over 2 million UK motor and household insurance customers. As well as running the hugely successful comparethemarket.com within the group, Fusion handle calls for ‘household name’ brands such as Marks & Spencer Money, Post Office, Auto Trader and yes insurance.
elano consulting were engaged to work on various projects to improve the efficiency, profitability and customer experience of Fusion. Highlights included a reduction in average call time across the group, resulting in annualised savings of c.£2m. Fee income was also increased, whilst improving customer satisfaction results.
Fish Insurance
Fish Insurance is a niche insurance broker, specialising in services for people with mobility restrictions or disabilities. It is supportive of the Government’s ‘Independent Living’ initiative and works closely with local government to ensure it provides a market-leading service to this important sector.
Following a private equity investment in Fish Insurance, elano consulting were engaged to develop company operational performance and infrastructure.
A programme of strategic changes were recommended and implemented, including;
- Restructuring of operational departments
- Creation of an online sales facility for main products
- Introduction of new phone system and call-routing technology
- Developed advisor performance improvement processes
- Upgraded IT infrastructure to allow scalable growth
- Introduction of electronic document management
