Aviva UK General Insurance (UKGI) has partnered with Rostrvm Solutions to provide the technical expertise and innovation required in building a market-leading outbound operation.
Aviva UKGI is well accomplished in acquiring and retaining its customers. Nearly 170 people are employed in its outbound contact service, operating more than 130 workstations across two Centres of Excellence, based in Glasgow, Scotland.
The company needed greater functionality in its outbound operation, to make high-quality, tailored calls to meet a complex blend of acquisition, retention and additional business needs. Often driven from customer-initiated interactions, the calls need to be targeted to meet the ever-changing mix of both market and customer requirements – and focused to enhance the overall customer experience. The solution needed to accommodate this, while reducing the total cost to acquire/serve.
Shona Anderson, Technical Manager, Telephony, said, “Rostrvm Solutions exhibited a partnership ethos and flexibility that surpassed the traditional technology provider/client relationship. Equally, it was clear that Rostrvm had identified that the key to their success was being able to rapidly meet and anticipate the ever-evolving needs of their clients, in response to shifting market dynamics.”
Rostrvm has provided a strategic outbound dialling solution for initially up to 250 users, with the potential to expand to over 600. Although for Aviva, the rostrvm Outbound dialler is being hosted by Cable&Wireless and has been installed in their network for use as ‘software as a service’ by Aviva.
Alan MacEwan, Outbound Strategic Delivery Manager at Aviva, adds, “The Rostrvm solution has quickly become a pivotal component in Aviva’s General Insurance strategy across multiple brands, products and customer touchpoints. Rostrvm will continue to support our growth and their expertise will be crucial in allowing Aviva to innovate, drive greater efficiencies, maximise data usage and truly exploit the potential of a professional and experienced outbound solution.”
