The Allen and Allen Group is one of the UK’s largest independent insurance brokers and specialises in non-standard motor insurance. The company employs 400 staff and is dedicated to utilising the latest technologies to deliver cheaper insurance premiums to its customer base.

The Challenge

• Manage telephone enquiries across multiple brands
• Evaluate enquiry sources from traditional advertising to understand the true cost of enquiries and conversions
• Enable business continuity

Callstream initially consulted with A&A over several months to evaluate the business its immediate needs and its strategies before developing and implementing a solution which enabled A&A to not only manage their calls without using in house resource, but provide accurate real time management information to measure them and calculate true enquiry and conversion costs.

The Callstream Solutions

• Overflow queue management facility with brand specific functionality at the network level
• Management Information access and analysis

• 3 stage disaster recovery solution

The Results

Callstream's overflow queue management facility avoids consuming valuable on site hardware and crucial line capacity, eliminating unanswered and engaged calls. Both new business and customer service experiences were improved which in turn improved renewal business for the group. Marketing activity was streamlined through ongoing analysis of management information to identify enquiry source and significant financial savings were made.

Disaster recovery plans will enable the insurance broker to seamlessly continue trading (across multiple sites if necessary) in the event of any or partial or complete business interruption – instantly at the touch of a button, without the need for on site hardware.

“Callstream have been our telephony provider for 3 years and from our very first meeting we have found their approach distinctly different to all other providers – we consider them a valuable business partner. They are the only telecoms provider to have firstly demonstrated an understanding of our business and marketplace and secondly invested the time (over a period of weeks) to look in detail at our operation before making a proposal to us. Their approach and application of their technology has had an enormously positive impact on the efficiencies and profitability of our business.” Group IT Director, The Allen and Allen Group

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