Post Office Limited.An award winning partnership.

OUR CLIENT

Supporting Travel Insurance.

Post Office limited were looking for partner to support the customer contact services for their Travel Insurance product portfolio. Webhelp and Post Office Limited started working together in 2015.

THE CLIENT’S NEED

Transforming the customer experience.

Post Office Limited wanted to transform the customer experience through the design of a complete customer management solution. This included introducing multi-channel contact centre and CRM capabilities.
The brief from Post Office was clear: to achieve their business growth targets by differentiating their offering in the market and driving an exciting new digital strategy. Post Office recognised in Webhelp the perfect partner to help them achieve this.

HELPING THE CLIENT

Getting the right solution in place.

Central to our solution for Post Office was a the development and deployment of a new Unified Advisor Desktop (UAD) capable of capturing all policy and customer interaction data. The UAD allowed Webhelp to integrate all customer facing and back-office systems and applications used by advisors into a single interface, able to deliver multi-channel sales and service interactions.
Scripted journey flows provided by the UAD remind advisors what they must say, check and record. This drives the right behaviours and makes it easy for our people to deliver a clear, easy and compliant process for Post Office customers. The scripts are created to dynamically fit the call type, scenario and communication needed and can be easily adapted to changing client requirements, delivering an improved customer experience as a result.
As well helping our people the new UAD also helped Webhelp’s insight-led approach by providing a single source of data and customer journey governance. We use this information to design and build bespoke customer journeys and interactions. We then delivering them through an easy-to-use advisor desktop.
Thanks to the UAD solution we have increased conversion and efficiency rates while improving compliance and quality standards resulting in a better overall experience for customers.

RESULT

Success!

50%

Reduction in AHT following the introduction of the UAD.

The insight we have generated has been invaluable for Post Office. They now have clearer and better understanding of their customers resulting in a greatly improved service. Our teams are achieving 95% quality with complaints reduced by 47% and sales conversions increased by 9%.
In November 2015, Post Office Insurance won the “Best Travel Insurance Provider of 2015” at the British Travel Awards, an independent award voted for by the UK public. Our client recognised the large part that the UAD, our people and performance played in winning this award.

RESULT

Success!

50%

Reduction in AHT following the introduction of the UAD.

The insight we have generated has been invaluable for Post Office. They now have clearer and better understanding of their customers resulting in a greatly improved service. Our teams are achieving 95% quality with complaints reduced by 47% and sales conversions increased by 9%.
In November 2015, Post Office Insurance won the “Best Travel Insurance Provider of 2015” at the British Travel Awards, an independent award voted for by the UK public. Our client recognised the large part that the UAD, our people and performance played in winning this award.

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