Towergate Insurance offers a broad range of market leading products coupled with outstanding customer service to personal and business clients. Towergate has over 5,000 staff based across more than 120 offices in the UK, offering customers easy access to a team with real product knowledge and expertise.
As one of the UK's leading insurance intermediaries, Towergate employs experts in each and every field of insurance, covering more than 200 specialist insurance products. Towergate decided last year to investigate the use of a hosted dialler to help with client contact rates. With an enormous client database it was hoped that dialler would automate high volumes of telephone calls enabling the customer service staff to talk to more clients per hour. Having run a successful trial with Hostcomm the hosted dialler service was implemented for a small team a year ago and Towergate's expectations have been met.
Hostcomm and Towergate now enter their second year in partnership with a much larger outbound team. Hostcomm has also helped Towergate to integrate their Microsoft Dynamics CRM application with the hosted dialler to improve customer service by automating manual workflow tasks. This was achieved by allowing both systems to communicate via application programming interfaces (APIs) which are very secure and resource-efficient.
A decision to move partly to a hosted service by Towergate has gone well and the partnership is being followed closely by both parties. For more information on Hostcomm's products please call Freephone 0808 168 4400.
