Case Study: Akixi Provides Reassurance for Intasure

Intasure is a specialist buildings and contents insurer, offering policies for holiday homes, expatriate overseas properties and other building insurance requirements not catered for by the general insurance companies. Established nearly ten years ago, Intasure is growing organisation now dealing with revenues of many £10s of millions. Intasure has three offices in England and one in Spain employing over 100 staff.

The company offers personalised quotes through highly skilled new business personnel in a contact centre. The centre runs seven days a week so that customers can contact the company when it is convenient for them. Also if they are abroad, in one of the 40-plus countries where cover is offered, the 43 contact centre staff work in shifts. Live support is also offered via a click-through service on the company website.

Given the nature of Intasure’s business, efficient telecoms is essential and is provided by RJ Cortel, who are leading independent consultants for communication services. To link Intasure’s offices RJ Cortel implemented a state-of-the-art VoIP network allowing free internal calls to be made between all Intasure’s offices, including Spain, and for external calls to be transferred across the network.

However, an important requirement for the company’s contact centre operation was call management and reporting. Theodora Murray, New Business Manager for Intasure, explains. “We had a rudimentary reporting system but it really didn’t provide sufficient real-time information or historical reports for us to maximise productivity and efficiency of our resources. RJ Cortel recommended the Akixi hosted call management and contact centre reporting service. Because Akixi is provided as a remote hosted service, it does away with all the costly set-up costs normally associated with call management reporting.

“There’s no capital expenditure on hardware, no implementation and upgrades to worry about and no commitment to ongoing support fees.

“We looked at some other systems but cost was an issue. The Akixi system was easy to implement and anyone can log in and use it from any location.” As the Akixi system is hosted remotely it’s always up to date. It can also be accessed from anywhere, with a variety of operating systems and devices supported, including mobiles.

Dan Jones, Project Engineer for RJ Cortel, adds, “Intasure needed a better method to manage calls, preventing them from diverting to voice mail. We recommended the Akixi system because we knew it would interface perfectly with Intasure’s Siemens Hi-Path.

“The Akixi system and the Hi-Path phone system provide a high level of analysis and not just a data dump. Intasure recognised the benefits straight away. Akixi share our customer-focused approach to service support, which makes the service easy to sell with confidence.”

Theodora confirms, “We were impressed with the flexibility of the historical reporting. We can monitor calls by day or by month down to half hour periods. The information we got from the Akixi system allowed us to rearrange lunch scheduling and also our cover at close of business, ensuring that calls weren’t missed”. Akixi offers ‘cradle to grave’ call tracking, with comprehensive reporting allowing users such as Theodora to scrutinise and analyse usage in real time, using the Akixi 1000 Business Dashboard.

Akixi’s Custom Report allows authorised users to create customised reports based on selection from over 200 sets of real-time and historical statistics. The functionality is easy to use and users can analyse an existing report, adding or removing stats as required, or they can create original reports based on their own selected parameters.

As a sales promotion operation, the Intasure contact centre generates more outbound than inbound calls. Akixi wallboard functionality is a real-time reporting system, unlike some competitive offerings. All standard reporting features are provided, including calls waiting, longest call waiting, calls in progress and longest call in progress. Alarms can be set for numbers of advisors available and if this drops below a certain level more advisors become available, ensuring all calls are answered. Group stats can also be provided showing information on the number of calls presented to the group and the group average answer time.

“The Akixi system means that I can monitor productivity levels and has definitely led to performance improvements,” said Theodora.

Akixi’s sophisticated wallboard statistical analysis extends to call segmentation, so that if a call is forwarded to voicemail and is then forwarded again, it is still tracked and analysed by the system. Internal calls are also covered. In this way the Akixi wallboard statistical analysis gives a complete call management history and not a partial record of external calls answered.

Summing up, Theodora states, “We invest a lot in our staff and systems to enable us to offer top-class customer service. When one of our customers calls from the UK or from as far away as Thailand, we want to make sure that they are answered promptly. And the Akixi system ensures that we are deploying our resources to maximum advantage to meet our customers’ needs.”

For more information, please visit www.akixi.com