How Darwin & Claims consortium Group found the perfect Contact Centre solution

How Darwin and Claims Consortium Group Worked Together to Find the Right Contact Centre Solution

The Claims Consortium Group (CCG), a pioneer in claims management since its founding in 1996, has always been at the forefront of innovation. With a mission to continuously improve and develop new technology systems for claims management, CCG needed a contact centre solution which could reflect that.

They knew a contact centre solution needed to be cloud-based to accommodate their dynamic work style and culture. CCG also needed a partner who prioritised innovation and continued improvement.

However, the right supplier wasn’t waiting around the corner, and due to CCG’s precise needs, they couldn’t just find the cheapest one and sign the contract. They needed someone who would provide a suitable solution that would work for the long term.

But there were a few problems…

Problems

Before working with Darwin, CCG relied on its small IT team to manage the procurement process for new tech solutions. However, this would take away from their day-to-day responsibilities of supporting a team of 330 people.

This left CCG with two choices: rush a solution across the line at the risk of it being a poor fit or pull their IT team away from their jobs at the risk of their operations entirely.

A rushed solution wouldn’t do, as CCG had a complicated need to fill. Firstly, they required a contact solution which was completely cloud-enabled to fit with their embrace of a workfrom-anywhere initiative.

Secondly, CCG is constantly changing and developing in the claims management field. This core identity means that a contact centre solution must have a similar outlook and develop alongside CCG’s own technology.

If the chosen solution wasn’t a good long-term fit, then CCG risked having the problem recur in the future.

Finally, the wrong solution risked CCG’s time and money. However, they couldn’t sacrifice their IT team’s valuable work to support their employees. CCG needed someone to remove the pain of finding a new solution and deliver one that met their needs.

Solution

By working with Darwin, CCG began to understand exactly what solutions fit their needs and long-term goals.

Darwin started with an initial needs assessment, taking stock of CCG’s unique culture and workflow. CCG also stressed the importance of a long-term solution that wouldn’t expire too soon.

After assessing CCG’s needs, Darwin developed a Request for Proposal (RFP). This proposal summarised what CCG was looking for and allowed Darwin to receive proposals from our vetted network of suppliers.

Darwin did all the tedious work as proposals came in while keeping CCG’s goal in mind. This included anything from scheduling calls to collecting vendor responses. Darwin then created a shortlist and scheduled demos so CCG could see what solutions were available and what could work.

Once the demo process finished, CCG worked with Darwin to create a shortlist from an initial pool of ten vendors to a final three.

After the final three offers came in, Darwin used their experience in technical negotiations to establish the best and final offers from each solution, ensuring CCG was getting the fairest price possible.

As the offers from the final three came in, Darwin created board packs for CCG’s executive decision-makers, outlining the pros and cons of each solution and why Darwin chose each supplier.

Once CCG made a decision, Darwin helped to work out the onboarding and contract creation details to ensure the solution’s efficient delivery.

Outcome

After working with Darwin, The Claims Consortium Group found a contact centre solution which worked for their needs as a dynamic and forward-thinking company. They’ve now had the solution in place for 15 months and have seen it grow and change with them.

By outsourcing the procurement process to Darwin, their small IT department could focus on company operations. During the time that CCG worked with Darwin, they also advanced several highly technical and forward-thinking projects.

CCG found a long-term and effective solution at the right price without concern about reinvesting in replacement technology soon.