Churchill underlines commitment to superior
customer service with new FileNet enterprise content management
investment delivered by Phoenix Technology Group.
Dublin, September 28, 2003
- Churchill, one of the UK's largest insurance firms, is to roll out
image services to 7000 users, as part of a multi-million pound IT
investment programme, it is aimed at further enhancing the quality
of customer service provided by Churchill's call centre staff.
A customised FileNet solution was selected by
Churchill after a review of enterprise content management products
from various vendors. Phoenix Technology Group, FileNet's ValueNet
partner was chosen to design, develop and implement software to
support the roll out for Churchill.
The new solution will enable faster, more efficient
handling of claims and improved customer service processes at
Churchill, by allowing staff to securely and instantaneously access
all types of inbound and outbound customer documentation on-screen,
regardless of their originating format - including paper-based
forms, letters, emails or mainframe-generated reports.
This will mean staff are able to answer more
customer enquiries and claims queries on the first call, which
further underlines Churchill's ongoing commitment to delivering the
best customer service in the insurance industry. In addition, the
new system will enable Churchill to avoid the storage and
administrative costs typically associated with large volumes of
paper.
"Churchill recognised that for an implementation and
rollout of this size they would require consultancy, project
management, development and design skills from a third party. They
chose Phoenix Technology Group because of our experience in dealing
with large and complex projects of this size" says Brenda Reilly,
Operations Director Phoenix Technology.
Added Reilly "We are delighted to be working on this
project with Churchill. The project demonstrates the different
aspects of added value that Phoenix brings to the table. Not only do
Phoenix deliver product based systems but, by working closely with
our customers and combining skill sets, we help our customers to
achieve their organisation's strategic objectives".
In an additional development Phoenix continues to
work with Churchill in designing a bespoke workflow system for
claims handling in the UK, Phoenix has also developed a streamlined
work processing solution where work is scanned and routed to
customer service agents centres based in remote locations.
Regardless of location, agents can search, view and process new
business and claims from their desktop.
About Churchill:
Churchill Insurance Group plc is the UK's 5th
largest general insurer*, with a customer base of 7.5 million and
8,600 staff. The Group includes NIG (National Insurance and
Guarantee), Devitt Insurance Services Limited, Inter Group Insurance
Services and Prudential's General Insurance operation.
Churchill is part of the Credit Suisse Group, one of
the world's leading global financial services companies with current
assets under management of over £556 billion and 78,000 staff
worldwide.
Strong strategic alliances with blue chip companies
such as Nationwide Building Society, AMP Pearl, Lloyds TSB, Alliance
& Leicester, Standard Life Bank, The Co-operative Bank and United
Friendly have positioned Churchill as the industry's leading
outsourcing company. Churchill is also represented on many of the
UK's largest personal lines broker panels.
Churchill has been recognised by the Sunday Times as
one of the 40 Best Companies to Work For and has achieved awards and
accreditation for:
- Best Internet Motor Insurance Provider - Your Money Direct Awards
- Best Direct Motor Insurance Provider - Your Money Direct Awards
- Britain's Top Employers - Corporate Research Foundation
- Human Resources Excellence Award for Employee Training and Development
- Investor in People
- ISO 9002 Quality Accreditation
- Crystal Mark for Plain English
* excluding international business
About Phoenix Technology Group:
Phoenix Technology Group delivers content, workflow
and case management solutions to financial services companies on a
fixed cost and fixed timescale basis. Our customers include
blue-chip names such as AXA, Royal & SunAlliance, Winterthur Life,
Lloyds TSB and many more. If you would like to discuss implementing
any of the above technologies please contact us.
For further information please contact:
Fiona Sexton
PHOENIX TECHNOLOGY GROUP.
Tel: +353 1 6707722
Fax: +353 1 6707721
E-mail: Brenda.Reilly@phoenix.ie
