Winning the Race to the Customer: Well Dunn Group Ltd and Noetica Set Gold Standard with Sub One Second Lead Response
The challenge
The difference between winning the men’s 100 metres at the last Olympics and finishing last was just 0.12 seconds. That finest of margins is the difference between receiving the gold medal and not being remembered. This fierce competition can also be found in the world of insurance, where being the fastest out of the block and reaching the customer first is vital.
This was the task Well Dunn Group Ltd gave to Noetica for its Financial Conduct Authority authorised and regulated brokers – Well Dunn, trading under, Insurance Revolution, which specialises in commercial and non-standard insurance, and BG Insurance (Barry Grainger), which is the UK’s dedicated specialist broker for driving school insurance.
Solution
As a developer of high-end contact centre productivity software, Noetica has been working with insurance companies for more than 25 years, helping them increase sales, improve customer retention and adapt to changing market conditions.
Ray Westwick, CEO Broking at Well Dunn Group Ltd, explains: “We take a human first approach to insurance broking. Every customer speaks with one of our trained specialists who takes time to understand their unique needs and to find a policy that is perfect for them.” The personal approach begins when someone makes an expression of interest in a new policy quote. These leads are acquired by brokers and supplied to them in real-time.
With contact centres in Manchester and Stoke-on-Trent, the brokers are taking advantage of Noetica’s cloud-hosted solution, fully managed by the software specialist’s expert team. The platform provides the two successful brokers with intelligent dialling, extensive campaign management, inbound and outbound call blending, and interactive and intuitive scripting, with an agent desktop that navigates every call in the most efficient, effective and compliant way to deliver the best possible outcomes – a new policy.
Steven Brooks, Chief Commercial Officer at Noetica, explained: “Just a few years ago, a good response time to respond to a customer enquiry would have been measured in minutes, Well Dunn Group Ltd’s two brokers were already quick, but they wanted to get the data into their dialler in under one second.”
The benefits
Noetica was able to rise to the challenge, and Well Dunn Group Ltd has recorded remarkable speeds as low as 200 milliseconds from the point at which they receive a customer enquiry to it being available to be dialled, depending on agent availability and calls currently being managed. Brooks added: “Newly acquired leads are automatically prioritised, even over inbound activity, as they present the hottest opportunity to convert a prospect to a policyholder. The entire process from click to call can be completed in under one second.”
The importance of the work Well Dunn Group Ltd and Noetica have done to optimise the speed that a prospective customer can be called cannot be understated, as Ray Westwick notes: “With Noetica we have a complete contact centre solution and the fact that they host and manage it for us means we can focus our energy on what we do best, which is getting to the customer first, with the right cover at the best price.”
Well Dunn Group Ltd and Noetica have set the gold standard for speed and efficiency for managing data acquisition leads. However, records are there to be broken and together this successful partnership will continue working to not only be the fastest to the lead but also to deliver the best level of service to the customer every time.
