04/08/06: PetPartners Plc, one
of the world's leading pet insurers and specialists
in providing insurance services to the Kennel Club,
has signed a 3-year deal with telephony solutions
provider gematech, for its secure voice recording
solution gematech SVRLITE. The £25,000 deal
sees the system recording 1000 calls per day undertaken
by PetPartners’ call centre operatives. With
the GemaTech SVRLITE in place, PetPartners is able
to fully comply with Financial Services Authority
(FSA) requirements at the same time as closely monitoring
the quality of service that its operatives provide.
Insuring tens of thousands of
dogs and cats, PetPartners is the name behind three
of the UK's largest pet insurance brands – Kennel
Club Healthcare Plan, Crufts Pet Insurance and
Petlog Pet Insurance. Having experienced significant
growth, the company had to move its staff into
larger offices.
“The new offices came completely
unequipped which meant that we were very much masters
of our own kingdom,” explained Debra Green,
General Manager of PetPartners. “As we were – and
still are – expanding rapidly, it was very
important for us to have a telecommunications system
that would allow us to keep a firm hand on our
quality control as well as provide us with a comprehensive
training tool for operatives without affecting
our call handling response.”
Last year PetPartners reimbursed
owners for over £5million worth of veterinary
treatment. With a rapidly growing customer base
and an ever-increasingly crowded pet insurance
market, quality of service for existing and potential
customers is paramount. The GemaTech SVRLITE solution
allows PetPartners’ personnel to save recorded
calls to their PCs, alongside other key client
information, from Word documents to Excel spreadsheets.
Both inbound and outbound calls are indexed in
a number of ways including by date, time of day,
inbound/outbound number dialled, originating CLI
(if made available) etc. as well as staff member
and/or extension number receiving/making the call
for easy retrieval. This system enables team members
to remove themselves from the working environment
and, either with an advisor or in the form of a
self-audit, replay the recordings of their calls
for quality control and training purposes.
One of the key benefits of the
GemaTech Solution is the speed with which calls
can be identified and replayed – a facility
that is crucial for call centre operatives to be
able to locate a specific call, check that the
relevant details were collected or relayed and,
if necessary, contact the customer to quickly resolve
any outstanding data requirements.
Commenting on the decision to
choose GemaTech, Green states “Finding the
right telephony solution was a bit of a minefield,
but GemaTech was recommended to me by a previous
business partner. While we looked at other systems
on the market, we were incredibly impressed with
GemaTech’s ability to take on board and address
the company’s requirements and explain everything
to us very clearly and in laymen’s terms.”
According to Green, from the start
of the implementation programme, GemaTech proved
that it was the partner of choice for PetPartners. “The
new offices were installed with a Voice Over IP
(VoIP) telephony infrastructure. This presented
a new challenge for GemaTech in the implementation
stage, but its team rapidly got to grips with it
and had the new system in place ready for the office
change-over so that our high level of service delivery
to our customers was completely uninterrupted.”
The new system went seamlessly
live in June 2006 in which time PetPartners has
only needed to make one support call.
Green concluded, “Not only
has GemaTech proved to us that it has completely
grasped the needs of our business and deliver us
a system to perfectly match them, it also provides
us with a highly responsive support and maintenance
team which is imperative for us in the smooth running
of our business and enabling us to address our
customers’ needs with the highest level of
service possible.”
About
GemaTech:
GemaTech designs and develops products and solutions which deliver
telephony business continuity and secure voice recording by obviating
telecommunication failure and aiding dispute resolution respectively.
GemaTech
has over 10 years expertise in developing niche
applications for the telecommunications industry.
Founded in 1995, and headquartered in Guernsey,
GemaTech also has operations in Basingstoke,
and San Diego.
GemaTech
specialise in delivering cost effective, scaleable
solutions ensuring that organisations, large
or small, can benefit from the deployment of
GemaTech’s innovative technology delivering
measurable and quantifiable returns on investment.
GemaTech’s
unique business continuity products and services
are capable of ensuring the instantaneous, seamless
and total recovery of 100% of an organisation’s
incoming calls, the lifeblood of any company,
by intelligently re-directing any number of individual
DDIs to any number of alternative destinations – and
activated in seconds after an invocation.
GemaTech’s
secure voice recording product, available as
an additional module to enhance the business
continuity products, enables all re-routed calls
to be call recorded, as well as a stand alone
product delivering a number of unique features
including dual channel or “stereo” recording
of all calls, ideal for dispute resolution.
GemaTech
has customers across many vertical sectors, including
financial services, banking and insurance and
the travel industry. Some of GemaTech’s
key customers include, Travel Councellors, Regency
Mortgage Brokers, Kudos Research, Access Accounting,
Message Labs, Ultimate Insurance and Richmond
Corporate Services.
|
