The Exchange is offering a new call-centre customer relationship management system based on its Officeweb back-office technology.
The system is now operating with independent secured loan and life cover specialist Click. Developed first for Click and in partnership with contact-centre software provider Callmedia, the Officeweb call-centre solution is available off the shelf for financial intermediary businesses and call centres.
Click has taken components of the Officeweb product and developed its own automated system for its protection business and says it hopes to achieve a 20 per cent improvement in efficiency with the technology.
The Exchange says it allows Click customers to automatically receive updates and confirmations electronically via email or SMS from underwriting to being placed on risk.
Communications are stored in Click’s back-office system, including Exweb quick quotes, new business, policy tracking and status information.
1st and The Exchange managing director David Child says: “We are delighted to be able to launch this pioneering new technology, following hard work from Callmedia and our own in-house development teams. It is particularly rewarding to have enabled Click, as the biggest non-advised protection business in the UK, to be our first operational client.
Click was set up in 2000 by chief executive Steve Teague and has over 230 staff. It says more than 50,000 customers have bought policies with it over the last 12 months.
Teague says: “We believe good technology has been a central part of our success and we are confident this powerful new call-centre solution will enable us to make significant efficiency savings while enhancing service levels. Access to such a comprehensive system underpins our ambition to become the UK’s number one online financial services firm by 2010.”