Bookmark and Share

Tuesday 27 January 2009

HomeServe boosts call centre productivity with Corizon

It’s the kind of achievement that many businesses can only dream of, especially in the current economic climate. UK emergency insurer HomeServe has increased the sales that agents generate by 50%, cut average call handling times by 7% and reduce the time it takes to train new agents by 80%.

HomeServe has used Corizon’s Enterprise Mashup Platform to simplify the way its agents deal with customer calls. Corizon has been used to build a desktop application that gives inbound sales and service agents access to customer information and policy management functionality from several different business systems through a single, easy- to-use interface. 

The new solution, called Gateway, lets HomeServe agents quickly find relevant customer and product information, allowing them to better understand customer needs and suggest suitable solutions.  This business-focused approach is the result of a successful collaboration between the call centre operation and the IT teams, using Corizon’s visual "building block" approach to composite application construction. 

With a policyholder calling HomeServe every forty seconds to request help with a household emergency, the Gateway system has meant happier customers as well as a healthier bottom line. As Jo Simkins, HomeServe’s sales director, told us: “Corizon’s low risk, high return approach to delivering key process improvements by recombining existing application investments is proving to be extremely valuable.”

You can read the full story here.

Labels: , , ,