CASE STUDY

Harnessing two-way chat to transform how the UK’s leading insurance provider deliversreal-time information to customers.

Region:United Kingdom

Sector:Energy & Utilities

Product/Solution:IMIchat

The ChallengeHow to increase contact centre efficiency

IMImobile has been working with one of the UK’s leading providers of breakdown and insurance services since 2005, helping the business to connect with their growing customer base and better manage their field force employees. A range of mobile engagement solutions have been deployed across multiple sectors of the business, resulting in over 1.2 million messages a month being managed on behalf of various teams, such as the roadside assistance team. As part of the client’s home emergency insurance business, customers are regularly updated on the situation of their claim or asked to provide additional information. Contact centre agents were spending a lot of time on low-value calls from customers, and even more time trying to reach people with routine outbound calls. Each call was time-consuming and expensive; with an industry average of 60p for every minute spent serving a customer.

‘In order to keep our customers updated on the progress of their claims,’ says the Service Delivery Manager of the Group, ‘we used to have to make an outbound call to the customer and - as we often didn’t get through to them - leave a voicemail and wait for a call back.’

The SolutionIMIchat

IMIchat is an interactive messaging tool that enables contact centre agents to have a real-time conversation with customers using two-way SMS. From the IMIchat dashboard, agents can manage multiple SMS conversations, send real-time updates and answer any customer enquiries.

We are taking hundreds of

claims each day, and are

serving nearly half of all

claims via text messaging

using IMIchat.

Service Delivery Manager of the

Group

Conversation queue, search & filtering

Tag conversations with keywords for reporting

Previous Conversations

Event triggers

Quick search and find

Active conversations: multi-channel SMS and

Facebook. Flags for important messages

Threaded conversations with real-time message

delivery status icons

Template management for consistency and message control

For more information email us at contactus@imimobile.com Case Study

Good for customers

Using IMIchat, contact centre agents are able to send proactive updates to customers via SMS about their insurance claim as soon as their situation changes. Customers can respond to an outbound SMS message sent by an agent, with questions being answered and information provided quickly creating a conversational experience. It’s not just a faster service for customers and agents; it’s a messaging solution that allows a great deal of personalisation. It lets people have a professional conversation with a real person, not an automated response.

Today, IMIchat is used by the entire home emergency insurance business team on a daily basis. ‘We are taking hundreds of claims each day, and are serving nearly half of all claims via text messaging using IMIchat,’ reports the home emergency insurance team.

Good for agents

IMIchat has a clean intuitive user interface that makes navigating between multiple conversations easy for agents. Message templates, which can be personalised to each customer, are available to use with a single click and are designed for different stages of the customer journey. If an agent needs to log off at any time then they know that their conversations will automatically fall into a shared queue for other agents to pick up in their absence. Meanwhile managers can access a suite of reports to review customer and agent response times, or if there are any unanswered customer messages which need assigning. As a result, managers can better organise and increase the productivity of their teams.

IMIchat is helping the

business become more

mobile-centric in the way

they serve customers. Most

importantly, customers are

receiving the best possible

service and experience

which is helping to improve

customer satisfaction.

Gas audit example conversation flow

For more information email us at contactus@imimobile.com Case Study

Business impactBy integrating real-time SMS chat into their customer communication engagement strategy, IMIchat has delivered wide-ranging benefits:

• Saving time: The IMIchat system allows the home emergency insurance business team to help more customers in less time, only using voice when necessary to drive a desired action or solve a particular issue.

• Reducing costs: There has been a significant reduction in the number of inbound calls by customers and outbound calls by agents, helping to save a significant amount of money every day.

• Improving the customer experience: Most importantly for the home emergency insurance business team, the business has received a lot of positive feedback from customers by using IMIchat.

‘We love sharing that feedback, not only with our team, but with potential new customers.’ says the Service Delivery Manager of the Group.

IMImobile continues to add innovative new features and capabilities to IMIchat. The ‘Inbound Case Management’ feature enables customers to initiate contact with the home emergency insurance business team by texting into a five-digit, toll free short-code, the customers’ message is automatically added to the queue system.

IMIchat is helping the business become more mobile-centric in the way they serve customers. Most importantly, customers are receiving the best possible service and experience that is helping to improve customer satisfaction. ‘We’ve achieved a lot and for me, the great feedback we’ve received from real customers is the best possible result.’ says the Service Delivery Manager of the Group.

‘It’s not just a faster service

for customers and agents;

it’s a messaging solution

that allows a great deal of

personalisation.’

Service Delivery Manager of the

Group

For more information email us at contactus@imimobile.com Case Study

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Get in touchFor more information email us at contactus@imimobile.com

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