Simply Business Case Study

Simply Business is an insurance company with a focus on offering business insurance, including insurance products for landlords, and shops, pubs and restaurants with about 170 employees.  They are a leader in the provision of on-line insurance business, and they also maintain a large call UK call centre, where customers are assisted with calls that range from inquiries about the best sort of insurance for a given landlord-tenant situation, to sophisticated price comparisons between products, to sales, renewals, up-grades, and claims reporting, processing, and adjustment.  Principally, Simply Business aggregates data about insurance products, and strives to be and remain the best source for small to medium businesses to obtain insurance information, and to be sure of purchasing the very best product for their situation.  Some clients may examine quotes from as many twelve insurance companies before committing to an important insurance purchase.

Simply Business has adopted the customer service principles of “delivering happiness,” which is a fundamental change from thinking of customer service as a cost, to thinking of it as a powerful marketing tool.  In these days of omnipresent social media, and word of mouth gone high-tech, companies such as Zappo have found that superb customer service, and employees empowered to expand the resources they put into serving customers really, really well, can indeed be financially profitable, as well as spreading happiness among customers and employees alike.

It was for the purpose of freeing service representatives from repetitive tasks, and thus giving them more time to make customers happy, that Simply Business adopted Swivelscript.  A new employee, Paul, had previously worked for Edwin van der Sanden, the Super::tec founder and creator of Swivelscript.  Right away after he started working for Simply Business, he noticed that customer service representatives typed a customer’s ID number, or telephone number, or both, into three different applications in order to complete a quote.  He explained to Ian Jones, the operations manager, that with Swivelscript, that number would only have to be typed once, and Swivelscript could automatically write it into the other two applications when the employee typed it into the first one.

Ian Jones said “I immediately realized that this tool would free employees from mechanical, lower level repetitive tasks during their telephone conversations with clients, and allow them to give their full attention to the client, which could not help but improve service and the customer’s experience.  We want to focus on actually talking to the customer, rather than on doing menial offline tasks.”

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