UK’s largest independent insurance distribution platform and a top 20 broker globally
UK personal lines insurance provider that include car, bike, van and home insurance, etc
Operating Expense
› 13% reduction in complaint handling headcount = Saved £160K per annum
Operational Efficiency
› Reduced the MI production time from 3 weeks to 1 week, and from multiple people to 1 person
Customer Experience
› The licensing model allowed for everybody to create and address customer complaints
Regulatory Risk and Cost
› Passed FCA (UK’s ASIC) review with flying colours. (Previously were fined for compliance breaches, before Respond)
Operating Expense
› Process 40K complaints a year. Saving £20 per complaint after implementing Respond
Operational Efficiency
› FOS (UK’s AFCA) referrals reduced 30%
› 14% less escalations to Customer Resolutions
Regulatory Risk and Cost
› Saved £250,000 per annum via reduction in FOS referrals and associated fees.
One of the largest insurance brands in the world processing 240,000 complaints per annum
A commercial bank in the United Kingdom, established in August 2004
Operating Expense
› Saved 80 FTE @ a fully loaded cost of £23,000 per annum = £1,840,000 per annum
Operational Efficiency
› Improved resolution rates by 83% with out increase in head count
› Reduced case capture by 87% from 13 minutes to 2 = £368,000 in savings
Customer Experience
› Guidewire integration simplified complaint journeys, it reduces the need for complaint handlers to go fishing for information in different systems
› Vulnerability Detection has helped deliver consistency across the operation
Operating Expense
› Saved £34,650 per annum, or 1.5FTE or 35.5% reduction is complaint staffing costs
Operational Efficiency
› Reduced the 30 minute daily task of service level calculations to zero
Customer Experience
› Increased FPOC resolution from 9% to 44%
› Respond provided clear ownership of complaints
Operating Expense
› Saved £62,500 by going digital
› Saved 2.5FTE or £52,500 by using Respond templated communication
Operational Efficiency
› Supported the move from office based to home working
› Contact Centre Provider changed - Needed to support 21 different brands, achieved in 10 days
Customer Experience
› Increased speed of acknowledgements by 40%
Operating Expense
› Reduced analytics headcount by 75% saving £75K per annum with Respond BI.
› Before BI, 4 FTE producing ~2,000 reports. After BI, 1 FTE producing ~4,000 reports
Operational Efficiency
› Using BI, the firm was able to work out capacity planning and resource requirements
Customer Experience
› Combining complaints data with wider organisational data the firm can generate targeted insights to drive organisational change
UK merchant banking group
A car financing company that offers loan services.
Operating Expense
› Saved 1.5 FTE through automation = £35,000 per annum
› £70,000 saved migrating to SaaS - Reduced IT Support staff costs
Operational Efficiency
› Reduced complaint logging by 20%, from 4minutes 48 seconds to 4 minutes (74,000 /year) = £14,000 saved
Customer Experience
› Streamlined the complaints handling process across the business = far more responsive to customer needs
Operating Expense
› Saved £168,000 in FOS (EDR team) headcount, team from 9 FTE to 2
Operational Efficiency
› Reduced staff attrition from 52% to 3%
› Saved fees and costs associated with hiring and onboarding 25 complaint professionals per annum = £150,000
Customer Experience
› Saved shift start up time, used to take up to an hour for a complaint handler to be fully ready to start work
Regulatory Risk and Cost
› 28% reduction in FOS referrals = Saved £108,550 in FOS fees
› Reduced 56-day (UK’s standard complaint SLA) breach from 26% to 1%
Future-proof
› Tech innovation to help you outpace the competition
Scalable
› Modular infrastructure that grows with you
Focused
› Purpose built and right-sized for your distinct needs
Actionable
› Insights to drive intelligent decisions and exponential growth
Industry-specific focus
Personalised support
Inability to invest
Lagging innovation
Uncertain stability
Strong tech focus
Vast capital resources
Leading innovation
Inadequate industry focus
Impersonal support
› We guide your digital transformation
› Industry specific designed products
› Purpose built for today, and ready for what’s next
› Growth strategy with R&D focus
› Cloud first thinking
› We nurture your business’ growth
› Dedicated support team with extensive experience
Want to simplify complaint handling while improving outcomes and elevating customer experience?
Then you’re in the right place. Our case and complaints management software, Aptean Respond, is ready to help you rise to the challenge.
