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EMERY LITTLE INSURANCE CASE STUDY

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Emery Little Insurance Brokers have over 35 years experience in providing specialist insurance to a wide range of clients, both large and small. Emery Little service their global client base from offices in six counties across the UK.

Areas Of Improvement

4Com contacted Nik Little, Managing Director of Emery Little (seen right, with 4Com Operations Director Hammad Elfallah), to discuss telecoms requirements. Nik, a typical MD, often finding himself short on time and high on workload, realised how beneficial a 4Com system could be when he met with a 4Com consultant for the first time. During the consultation a number of crucial issues were addressed, and as the 4Com consultant made his way round the Emery Little site, he highlighted several areas of improvement for the business.

The previous telephone system at Emery Little was outdated and expensive to maintain. The old system utilised three separate call recording systems, but their features were limited, as was the storage capacity for saving recorded calls. This meant that the call recording units had to be formatted each time they reached capacity. “This was far from ideal as Call Recording is regulatory for us” explains Nik.

The Recommendations

During the consultation, Nik also explained how he would like to improve productivity in his offices. This led to two suggestions; A recommendation that wireless headsets be integrated into the new phone system to help his call centre staff.

A Wallboard Display Software system was suggested. This suggestion was made after Nik explained how beneficial it would be to monitor calls coming in to the business, and to be able to open up the overflow system when call traffic was high.

A proposal was presented by 4Com which Nik was happy with. A week later, installation began.

The unique two-stage installation process provided by 4Com meant that Emery Little could carry on normal operations without any problems. The new system included a fifty inch monitor for Nik’s office, headsets for essential phone users and full voice recording for in and outbound calls. 4Com Engineers trained Nik and his team on how to use the new system features, including:
On-Screen Dialling
Dialling from the database
Full Call Recording
Call Logging with 4Com Display Software (allowing Nik to see which departments need more call advisors and giving the ability to open up overflow when needed)

The Benefits Of A 4Com System

Since installation of the new 4Com system “efficiency went up almost 30%”, claims Nik. “The Display Software gives me real-time info, so if we’re stretched on the phone, I can open the overflow up”. Using Call Recording, staff can bring up previously recorded calls for clients or insurers for clarification when needed, email them at the touch of a button and archive calls in the system for future reference. Nik can also refer to calls during staff training sessions.

4Com has reduced Emery Little’s telephony costs compared with their previous supplier, and has always been available to help when needed. Nik has been impressed by the level of support provided by 4Com. “You got here at 1 o’clock in the morning and stayed for 2 hours”.