With offices in Bristol, Manchester, Perth and London, Brunel Professions are one of the UK's fastest growing Insurance Brokers. Acting for a wide client base, they provide a variey of services, ranging from professional indemnity insurance to risk management and specialist claims handling. 

Brief

As a rapidly growing business, Brunel highlighted the need for a scalable communication system to adapt to the changing needs of their business. Call recording and monitoring software was also essential to ensure the security of their contact centre whilst also enhancing customer service levels and improving KPI's.

Solution

To install a hosted telephone system to improve communications and future-proof the business

To install a control system with a variety of flexible features including call monitoring

To enable users to view call statistics at a glance to improve call handling and identify staff training opportunities

To install Click to Dial software to streamline the calling process

Result

The installation of a hosted telephone system has enabled Brunel Professions to benefit from a cost-effective communication solution, including free site-to-site calls and attractive call bundles. In addition, an innovative range of call handling and management features has enhanced call control whilst identifying staff training opportunities. Built-in disaster recovery has also helped eliminate costly downtime whilst driving business performance. 

Testimonial

"Previously we have used online portal providers which have caused disruption to our service. Glamorgan Telecom took the time to understand our needs, proposing a scalable solution to enhance and improve the customer experience. The system is simple to use with a great range of applications that have improved staff training opportunities as well as enabling continuity and flexibility across the board."

Jane Perrett, Operations Manager