Our investment in SIMPLIFi over the last 18 months has enabled us to build a resilient and scalable platform to support our ambitious growth plans. Initially focussing on embedding SIMPLIFi into our Home Emergency division, we’ve connected everyone within the claims journey and helped to deliver a better experience for all involved.
Here’s what’s new to SIMPLIFi:
When a customer with an existing claim calls through, SIMPLIFi searches for jobs logged under the same phone number. This enables the customer to be routed to the appropriate team and Incident Manager to assist with their enquiry.
Updates via Interactive Voice Response (IVR)
When a customer with an existing claim calls, they will be given the option to get an instant spoken update using the IVR.
For example, Customer A has a claim involving multiple perils. Their IVR update may say: “You are currently experiencing two issues in your home; a boiler breakdown and an electrical issue. A Plumber is on the way to help with your boiler breakdown and should be with you by 4:30pm. We are still searching for an Electrician to help with your electrical fault.”
The customer can end the call there after they have heard their update or hold on the line to speak with an Incident Manager for further updates.
Updates via the online Customer portal
When the customer logs their claim on the portal (www.homeemergency.co.uk), they will be able to track when CET accepts the claim, deploys an Engineer and track their Engineer on route to their property.
Now that SIMPLIFi is being utilised in our Home Emergency division, we’ll be focussing on building a tailored SIMPLIFi solution for both our Drainage and Subsidence Investigation divisions in 2020. Work is already underway to consult out teams on how technology and enhance their processes and how we can make our services smarter.
Our SIMPLIFi system can be tailored to suit the needs of our clients. If you would like a demo of how SIMPLIFi can help your business, please get in touch.