Case Study on Call Center Services to the Top Motorcycle Insurance Provider in the UK

The Client

Our client is the leading provider of motorcycle insurance in the UK, offering technical expertise and customer service to riders across the nation. They have been serving the people of the UK since 1975 with a commitment to finding the best rates and tailoring policies to individual needs. Employing over 300 professionals nationwide, the company has experienced significant growth over the years, making a noticeable impact in the insurance industry even during challenging economic times.

Client Requirements

The client sought to further enhance their customer experience and streamline their operations. They recognized the need to partner with an outsourcing company that possessed expertise in technical support, customer service, and sales. Their goal was to optimize outbound collections and effectively manage multiple lines of businesses while maintaining a high standard of service quality and adhering to Service Level Agreements (SLAs).

Project Challenges

The client faced several challenges as they endeavored to meet the growing demands of their business -

The expansion of their business necessitated scalable solutions to handle the increasing volume of customer interactions.
Delivering exceptional customer service and providing technical support required specialized expertise and resources.
Managing multiple lines of businesses demanded adaptability and a thorough understanding of each line's unique requirements.
The unforeseen challenges brought on by the global pandemic required resilience to ensure business continuity.

Our Solution

Recognizing the distinctive needs of each customer, Flatworld Solutions strategically partnered with the client to execute their vision of providing high-quality customer experiences. Starting with six advisors for outbound collections, the partnership grew organically to include more than 100 advisors handling various lines of businesses. We seamlessly integrated ourselves into the client's operations, ensuring end-to-end process that rivaled onshore capabilities. Our approach included -

Leveraging our expertise in technical support, customer service, and sales, we provided custom solutions to cater to the specific needs of the client and their diverse customer base.
We ensured consistent service delivery and adherence to SLAs with a team of eight support heads, including seven in operations and one dedicated to training.
Amidst the challenges posed by the global pandemic, our team demonstrated dedication and adaptability to maintain uninterrupted service.

The Result

Over the course of more than six years of collaboration, Flatworld Solutions and the client have solidified a robust and mutually beneficial partnership. Together, we have achieved the following outcomes -

Our specialized support has improved the client's customer experience, resulting in increased satisfaction and loyalty.
By effectively managing multiple lines of businesses and delivering outstanding customer service, we have helped the client streamline their operations and boost efficiency.
Throughout challenging times, our partnership has shown resilience and adaptability, ensuring continuous support and service excellence.

Outsource Call Center Services to Flatworld Solutions

Flatworld Solutions offers comprehensive outsourcing solutions that drive business growth and enhance customer experiences. Our proven expertise in technical support, customer service, and sales ensures that we are equipped to meet the evolving needs of businesses across diverse industries. Partner with us to leverage a team of highly skilled advisors, state-of-the-art resources, and a commitment to excellence in service delivery.