BGL Creates ‘One Office’ and Drives Cost Savings with Intradiem’s Intraday Management Technology

Leading UK insurance intermediary uses intraday management software to blend front and back office

ATLANTA, GA (July 17, 2013) – Intradiem, the leading provider of intraday management solutions, announces successful program results from BGL’s use of Intradiem’s intraday management technology. 

BGL, a major UK insurance intermediary, needed to comply with changing insurance industry demands that would cause a dramatic increase in back-office work. Seventy percent of all policies sold would require that BGL verify proof for the No Claims Discount (NCD). In following previous industry standards, insurers only checked one or two out of ten submitted. BGL anticipated their workload increase would require them to hire 25 additional back office employees if they didn’t make any changes to operations.   

The company partnered with Datapoint, a specialist in enterprise and call center communications infrastructure and applications, and eg solutions plc to provide a solution that integrated the eg operational intelligence software suite. Additionally, BGL engaged Intradiem to give front office agents a way to efficiently process back-office work and ultimately, create a more cohesive customer experience. Intradiem’s intraday management technology was integrated with eg’s solutions and BGL’s other contact center technology to deploy the back-office work during aggregated agent available time.

In three short months, BGL experienced the following results by creating ‘one office’ and set the stage for long term benefits such as:

• One million pounds in overall, annual cost savings – By having front office agents absorb additional NCD workload, underwriting the work they planned to complete anyway and implementing better controls around the process
• Customer satisfaction – When customers speak to more informed agents who can resolve inquiries involving the back-office during the first call, rather than advising the customer to contact a different department
• Agent satisfaction – As agents experienced new variety in their work throughout their day, driving engagement and satisfaction

“Having frontline advisors complete back-office NCD work is now business as usual for us. Globally we have seen a direct cost savings of half a million pounds per annum. On top of that, we’ve been able to underwrite activity we were going to do regardless of having the systems. In total, we’ve probably saved a million pounds per annum.” said Charlie Hempstead, associate director of resource management for BGL. “Our advisors enjoy the variety of the work and customers greatly benefit from speaking to advisors who are better informed and integrated with back-office work.”

“BGL had a circumstance where they had to determine the best way to handle a drastic increase in their back-office workload. They took advantage of their agent available time to deal with this unexpected increase and avoid adding headcount,” said Matt McConnell, Intradiem CEO. “BGL is a pioneer. The company has been able to close the gap between the front and back office, creating ‘one office’ with agents that truly are blended agents, achieving something that has been discussed for years but rarely accomplished.”

Elizabeth Gooch, CEO of eg solutions added: “Blending work in this way enables BGL to significantly improve the throughput of work in the back office by applying capacity and skills where they are needed most. Therefore the organization is not only delivering an improved customer service and a shorter customer journey from the initial transaction, but it also supports the reduction of other demand drivers for an operation, such as first contact resolution, and eliminated – or at least reduced – follow-up calls by the customer, and even complaints.”

View the video case study here.

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457