Autonet Insurance dramatically increases its sales with rostrvm OutBound dialler
"Instead of breaking even we're now running a profitable
business and rostrvm has been a contributing factor to that
success."
Woking (UK), March 2007 - Autonet Insurance Group, one of the country's largest independently owned insurance brokers, implemented a rostrvm outbound dialler and within six weeks the productive time has increased 10-fold. Previously their six outbound agents could dial around 500 customers in a day, now just one person can handle >2500 calls in the same time frame.
Prior to the implementation of the rostrvm outbound dialler solution, customers would request insurance quotations via email. Autonet would then either respond via email or manually call the customer back. Due to this time consuming manual process, it would often take up to a day to respond to the customer. As there is a direct relationship between speed of response to a customer enquiry and successful sales, Autonet identified that a dialling solution would increase business efficiency and therefore sales.
"When a prospective customer enters their contact details on the web site they are given a unique number. If they don't proceed with the quote immediately our agents call them back," said Mark Hill, Systems Manager at Autonet. "We inform the prospective Client that although they didn't proceed with the quotation given on line, we can then look for ways to reduce the price using our off screen insurance rates. The conversion rate for call back business can be about 25%, compared to quotes completed on the internet at 1%."
In one particular campaign, rostrvm has been set up to display high priority calls, as defined by Autonet. These calls are a response to customers that have used the Autonet website. Agents will be alerted to these calls and are given a target call-back time of ten minutes. The agent usually calls the customer back on average between six to seven minutes. Mark added: "The agents and sales team are very enthusiastic about the speed in which the software works and as everything is commission based the agents love the experience. The atmosphere and output is nothing short of phenomenal!"
Systems Integrators, Corporate Communications (CC) originally met with Autonet to discuss the Telephone Preference Laws and its business implications. Subsequently both companies conducted their own individual research into the most suitable outbound dialler product, both Autonet and CC returned to the table with the rostrvm solution.
"CC had written a good scoping document to realise Autonet's objectives and we chose rostrvm after checking the entire market for a system to integrate into the Siemens Realitis PABX platform, interface with SQL server into our own in-house insurance quote platform, Exchange email and into SMS." Mark said; "We reviewed many different vendor ideas and solutions, but none of them could offer email and SMS and interface into our telephone exchange hand sets. Other vendors said they could write what we wanted to achieve, but rostrvm showed no point of failure and took us to customer reference sites. CC has provided project management and is supporting Rostrvm on an on-going basis."
"With rostrvm it did what we wanted from day one. Our own information systems developer 'Steve Knapper' liked the fact that everything is open for future development, if you want to change configuration you can do what's needed there and then. There are no software constraints; it is very simple to customise real-time reports, to suit individual campaigns. This flexibility is invaluable to us."
"The feedback from the management is that rostrvm's dialler is allowing us to grow at a fast pace even though we really still at the beginning of using it. We can process data now in days rather than months, and instead of breaking even we're now running a profitable business and rostrvm has been a contributing factor to that success."
Mark concluded: "rostrvm has given us the opportunity to talk to more people and therefore convert a higher ratio of insurance quotes. As for the customer, in the time that he physically stops using our page on the internet we can be calling him back within 5 minutes - it's not just us that thinks that service is impressive the customer does too. Rostrvm has revolutionised the way we do business - it really has. It's brilliant and delivers on its promises."
In just three months Autonet's telesales team has increased the volume of quotations by 495% thanks to rostrvm's outbound dialler.