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News : Capital Investment Sparks Tech Upgrade at Bollington
July 8, 2014 -- Bollington Insurance Brokers has responded to demand for more interactive services by investing in new software and call handling systems.
The investment programme follows an injection of capital by Bollington directors following their buyout of the business from Groupama in 2013.
It includes the installation of software enabling customers to obtain online quotes for a range of insurance products and an online chat facility enabling direct contact with call centre staff.
Bollington is also upgrading its telephony systems to improve call management, and has implemented changes to some of its key websites to provide easier navigation.
Other measures to enhance the customer experience include extending contact centre opening hours to include weekday evenings, Saturdays and bank holidays.
Commenting on developments, Bollington chief executive Paul Moors, pictured, said: "We are constantly looking at innovative and practical ways to benefit our customers and this significant investment in new systems will revolutionise the way we work.
The move to improve efficiency and customer experience coincides with the broker leasing a fifth building at Adlington Court on the Adlington Business Park near Macclesfield.
In the new unit, Bollington has brought together direct sales teams dealing with motor trade and commercial vehicle insurance, which have been bolstered by the addition of a dozen staff in recent weeks.
The new recruits represent a 21% increase in the size of the direct sales teams, with further appointments pending.
Moors added: "Motor trade insurance is a core part of our business and is growing. By bringing these teams together under one roof, we are able to better serve our target markets by further improving our customer service.
"We are moving into the future with increased confidence about our service proposition."
Posted by Veronica Silva Cusi, news correspondent
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