Who are they?
In 2004 local Yorkshire entrepreneur Paul Hoyle founded a company known throughout the Motor Trade Industry as “Road To Recovery“. What started its life as a small Claims Management enterprise has since grown into one of the largest and most respected UK Accident Management Companies. Over the next 5 years Paul built up a vast network of Independent Recovery Operators and Accident Repair Centres each one playing its part in the on going success of the company.
In 2011 Road To Recovery took the business of the year awards by storm, walking off with the top 3 awards while the bigger and more well known companies stood by with mouths agape. It was at this time that Paul had launched his ground breaking PAYG option to conventional breakdown cover a product that has since revolutionised the Breakdown Cover Industry. Road To Recovery is now a major Accident Management Company, Breakdown Cover Provider and Motor Excess Insurance distributor.
When we met with Road to Recovery there were multiple issues that were identified and needed to be addressed by our solution. The Asterisk system they had in place was very little to offer above basic phone system functions. The senior management within the call centre had no visibility of how many outbound calls were being made by their team and therefore did not have the statistics available to manage effectively.
Previously Road to Recovery managed all their prospects on Excel spreadsheets. This meant that major problems were presented such as accidental repeat calling, limited visibility of day-to-day activities for management, having no facility to report on call outcomes and no centralised system that securely held all data.
Road to Recovery had an Asterisk system that was very basic in its functionality. They had no additional software that integrated with the system. They wanted a solution that would help them to improve the way they worked, particularly for their small call centre. We installed an Ericsson-LG Unified Communication Platform system, connected to SIP trunks, with sixteen handsets across the business including eight in the call centre. This system has allowed Road to Recovery to achieve a fully CTI communications solution that has helped to improve the business on a number of levels.
Our iCall call logging solution gives clear visibility of how many calls their staff are making and the duration on the phone. This enables management to make business decisions around staff based on the statistics from call logging. The call recording facility negates the ‘he said/she said’ problems that sometimes occurred between employee and customers.
We built Road to Recovery a bespoke CRM system designed specifically got their business that integrated with the iPECS UCP phone system we installed. The CRM system gave management the ability to carry out in depth reporting on call outcomes and day-to-day activities, gave background to previous calls to prospects and customer eliminating accidental repeat calling and gave a centralised platform where all data and customer information could be held securely at various levels of visibility dependent on seniority. In terms of integrating with the phone system when a call comes through the CRM record (company, name, number) pops up on the users screen and handset so they are fully prepared for incoming calls.
Alongside these we have integrated the following into Road to Recovery’s day-to-day operational activity:
Click to dial to increase efficiency and improve the way in which employees within the call centre work.– Professional marketing on hold to promote the company message to every caller and auto-attendant to implement intelligent call distribution into the business.
UCS mobile client for the field based staff allows them to route calls from the mobile through the phone system on 4G or Wifi.