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.”
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