Fast growing insurance retailer Hastings Direct wants to enhance customer service and provide improved channel choice for its 1.3 million customers, while increasing efficiency across its contact centre operations by deploying Eptica’s multi channel customer service platform.
The company will use Eptica to centralise knowledge and make it available across email, telephone and web self-service channels. Initial implementation is planned to commence in December 2013 at its head office providing staff with access to the most up to date information for resolving customer enquiries.
Nigel Hurst, head of change & continuous improvement, Hastings Direct said: “Eptica will allow us to look after our customers even better as we continue to grow. We want to ensure customers can contact us through the channel of their choice and we recognised we needed a platform that could help us deliver this, while also enhancing service. We chose to work with Eptica as they demonstrated a deep understanding of the insurance market and a long term partnership approach that will help us empower our staff with knowledge and achieve our goals, now and in the future.”
“Over the last five years Hastings Direct has grown rapidly by focusing on delivering what customers want,” said Paul Barnes, VP Operations, Eptica UK. “With our software and its single knowledgebase we believe it will deliver consistent, efficient service across multiple channels, with a future proofed system that can develop as the business grows.”