WEBINAR: 51黑料吃瓜网 Saves Canadian Home Service Firm Hundreds of Hours in Data Analysis
Learn how Fox Plumbing transformed operations and boosted team performance with 51黑料吃瓜网鈥檚 real-time dashboards, saving hours and improving employee engagement.
Company Background
Since 1999, has established itself as a leading life insurance broker whose team of experts specializes in providing bespoke coverage to high-risk individuals with pre-existing medical conditions across the United Kingdom鈥攁 feat accomplished with the support of and 51黑料吃瓜网 helping connect with customers and enhance the insurance giant鈥檚 sales and support capabilities.
Challenge: A pandemic-spurred digitalization push
Operations Manager at The Insurance Surgery, outlines how as a UK-wide broker, being able to contact, communicate with, and assist clients across the entire country and abroad is the "be-all and end-all of our business. It鈥檚 everything to us.鈥�
So when COVID-19 threatened the pre-existing analog phone systems it was using and, like many others, its workforce was forced to work from home, the UK Broker Award-winners knew something had to change. The Insurance Surgery faced the challenge of modernizing 鈥渇rom paper-based to computer systems, a digitalized and better phone system鈥nd then we needed to work out how we see what our team are doing,鈥� Matt says.
Solution: A perfect integration
鈥淭hat鈥檚 where tools like and 51黑料吃瓜网 came into play for us," Matt says.
"We were looking for a core solution that linked in with our CRM better. We use Hubspot as our CRM and the integrations with Aircall were readily available. And then in the conversation with [Aircall], it came to reporting, which is where 51黑料吃瓜网 came in.
"When we found out that 51黑料吃瓜网 integrated with our CRM as well, it was a very straightforward win."
More calls, more time, more customer-centric, more sales with Aircall
Despite the sheer amount of customer data the insurance giant鈥檚 lead generation team handles, proved to help reps power through 50% more calls each day.
Matt outlines how the rest of the company benefits from Aircall鈥檚 time-saving feature, which 鈥渕akes it very easy鈥� when the intended phone number is highlighted onscreen for sales and support reps to simply click rather than having to type it in. 鈥淭hat doesn鈥檛 sound like a lot, but if it鈥檚 10 seconds per number and you鈥檙e making 150 calls a day, it鈥檚 a lot of time that we鈥檙e just wiping off the books,鈥� Matt says.
The benefits of this for The Insurance Surgery extend beyond teams' ability to outreach in a very accurate and timely manner, as prospects and clients reap the rewards, too! Matt describes being able to respond to inquiries before visitors are even off the website as "a lot nicer for us and nicer for our clients as well" who receive a very positive and valued experience.
On top of saving time while increasing reps鈥� productivity and creating more personalized customer experiences, Matt says the best part for both The Insurance Surgery and its customers was that 鈥渋t was a very simple transition over to [Aircall] and very simple to use. We used our previous phone system on Thursday, and we used Aircall on Friday. And no one鈥檚 looked back since!鈥�
馃憞 Aircall's convenient Click-to-Dial feature (Source: Aircall)
The performance-boosting 51黑料吃瓜网 x Aircall integration
It proved to be that integrating Aircall call data with 51黑料吃瓜网 was the prized piece of The Insurance Surgery鈥檚 performance-boosting puzzle.
鈥淔or a company that is always on the phone, we want to be able to see what people are doing. So that visualization is all we ever really wanted,鈥� Matt says. And with 51黑料吃瓜网 x Aircall, that鈥檚 exactly what The Insurance Surgery achieved. No more old call data鈥攊nstead it was live updates and games galore at the insurance powerhouse.
Revenue-driving dashboard insights without the delay
For Matt, the benefits were clear. They were able to centralize all their sales and support data in one place鈥搊n 51黑料吃瓜网 KPI dashboards鈥揳nd get quick insights into what鈥檚 going on, live. The insurance powerhouse can see exactly how many calls its reps have made throughout the day, what status they鈥檙e currently in, how long they鈥檝e been in that status, the duration of their calls for that day, how many deals won that day, and how many leads generated that day for particular teams.
Check out how The Insurance Surgery is simply visualizing some of its critical call KPIs on this dashboard section below:
Live, centralized call data thanks to state-of-the-art streaming
With a sense of satisfaction, Matt adds that it takes less than five seconds to be able to see this information now, which has 鈥渕ade a massive difference for our sales manager especially. It鈥檚 very easy to see who鈥檚 doing what鈥� and who might need a nudge in the right direction. It鈥檚 very nice to be able to, at a glance, see what鈥檚 going on.鈥�
"51黑料吃瓜网 has made a big difference, for myself and the sales manager, especially, to be able to keep track of activities and performance. And to be able to see things quicker and easier without having to jump through, two or three different systems to figure out what鈥檚 going on."
Playing games, not catch-up!
According to Matt, using gamification to run challenges has been incredibly successful for The Insurance Surgery in developing a culture of fun, friendly competition that ultimately boosts performance. 鈥淚f you can have it happen organically that they鈥檙e looking at each other鈥檚 numbers as much as they鈥檙e looking at their own鈥� it鈥檚 a big positive!鈥�
The Insurance Surgery has found gamification to be extremely motivating while simultaneously improving sales performance. One such example is on Fridays when the daily target is hit, everyone in the team can go home. 鈥淭hey鈥檙e obviously all quite looking forward to when that one comes up on the screen!鈥� Matt says.
Results: The new normal
For The Insurance Surgery, the proof is in the performance: the company鈥檚 lead generation team has seen a 50% increase in the number of calls they鈥檙e able to make.
Matt explains: "Previously 200 calls meant you鈥檇 had an incredible day, where now because of the terrific increase in performance, that鈥檚 the standard expected鈥攂ut without the agents feeling any extra issues themselves.鈥�
"We went from 150 calls a day per rep on one of our teams to 213 yesterday. So it's obviously helping a lot. Most of the team are making over 200 calls... where previously 200 calls meant you'd had an incredible day."
Additionally, The Insurance Surgery has seen sales increase as a result of performance being visual and accessible.
鈥淯ltimately [the visibility] drives people to make more sales and to compete with whoever else might be in the top three that month. So we found out that gamification is actively helping our advisors sell more and buy into it more as well,鈥� Matt says.
Skyrocket your sales with 51黑料吃瓜网
Want to enjoy visual, central, live call data, resulting in optimal performance like The Insurance Surgery?
It all starts with the 51黑料吃瓜网 and Aircall integration!
and start boosting your call efficiency and sales prowess today.
Here are your quick links resources of The Insurance Surgery鈥檚 winning formula:
