January 27, 2009
Home Emergency Insurer Improves Call Center Productivity with Corizon
By Anuradha Shukla
HomeServe, a major home emergency insurer in the UK, is using Enterprise Mashup Platform from Corizon, a developer of enterprise mashup software that builds composite applications to simplify and streamline the use of business applications.
The software platform has enabled HomeServe to increase agent-generated sales by nearly 50 percent while also reducing call handling time by more than seven percent. By using Corizon’s (News - Alert) platform, the home emergency insurer has been able to design a solution named Gateway that gives its inbound sales and service agents access to customer information and policy management functionality from its core business systems through a single easy to use interface.
HomeServe can continue using its proven legacy applications while reviewing the way they are used. By rapidly accessing accurate and relevant customer information, HomeServe agents have greater insight into their customer needs and are able to match product fulfillment options more accurately. This is not all as the system further cuts down expenses by reducing the time it takes to train agents to the point where they are fully productive by 80 percent.
Corizon was chosen for its proven ability to take IT assets and match them to what their customers, agents and business need, according to Jo Simkins, sales director at HomeServe. Corizon has allowed them to handle customer’s queries more efficiently and the company’s low risk, high return approach to delivering key process improvements by recombining existing application investments, is proving to be extremely valuable.
“The success of the HomeServe Gateway (News - Alert) project is a great example of the measurable business benefits that can be achieved when business gets the ability to easily combine and mould its applications to match what its processes and users need,” noted Eric Guilloteau, CEO of Corizon.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Michelle Robart