Call Connection

Business Overview

Call Connection is the UK’s largest insurance lead generation business. Working with partners to provide mutually beneficial insurance lead trading solutions.

This UK based call handling and aggregation business operation, located in the heart of Ipswich, has grown substantially over the last 5 years. They handle in excess of 100,000 customer enquiires a week, and pride themselves on the exceptional service that they provide to their business partners and customers alike.

Call Connection employ over 350 staff, and provision a 250 seat call centre across 2 buildings. This call centre is active 6 days a week and is supported by intrinsic technologies that have been developed in-house and selected from partners. This technology is critical to the business’s ability to rapidly respond to change and customer demand.

Business Objectives & Requirements

1. Cost Savings – Reduce the excessive costs associated with the Fixed Line Telephony and Mobile Telephony Cost Centres.
2. Enhance End User Functionality – Extend unified communications features and function to mobile end users to improve operational efficiency and service delivery.
3. Strengthen Business Continuity Strategies – Extend, or reinforce, strategies to include telephone lines and selected telephone extensions.
4. Unified Communications – To enhance service delivery, operational efficiency, and sales penetration through the adoption of SMS to Email, and Fax To Email applications.

Solution Implementation

1. Crowthorne assessed and analysed the entire business technology, services, and operational environment.
2. Crowthorne identified all of the risks associated with the environment.
3. Crowthorne demonstrated clear understanding as to Call Connection’s requirement’s & objectives.
4. Crowthorne designed the most appropriate solution for Call Connection, utilising the Quescom Unified Communications Server and its associated Unified Communications applications.
   1. Fixed To Mobile call routing.
   2. Fixed Line resilience.
   3. Mobility Twinning.
   4. SMS To Email.
   5. PBX Extension resilience.
5. Crowthorne agreed strategy with Call Connection to ensure suitability of the solution within the business environment.
6. Crowthorne, in partnership with Call Connection, installed, commissioned, and tested the system.
7. Crowthorne continue to provide the management and support services for this system.

Solution Benefits

1. Call Connection realised real revenue savings of in excess of £150,000.00 per annum.
2. End Users now enjoy the use of PBX features and functionality on their mobile phones.
3. Business possesses greater confidence as they demonstrate to their Customers a stronger business continuity strategy.
4. Market penetration & business development has increased as a result of the Unified Communications applications.
5. Crowthorne managed services and support ensure that Call Connection’s future services and technical strategies are at their optimum.