Policy Link - Razor Edge Media Ltd

The Brief

Policy Link was a newly created department of an existing motor insurance company designed to specifically offer insurance to previously disqualified drivers and those with existing motoring convictions who struggled to find insurance.

They wanted a system developed that would help them run and manage their forthcoming call centre. It needed to link with a 3CX phone system to trigger and pickup calls as well as record all calls and archive them for review.

They also needed the system to link with external suppliers of postcode lookups and registration lookups, and both needed to be installed using 3rd party API’s.

The Process

We began with a consultation with the client to ascertain the exact spec that they would require and exactly what would be needed in order to get the system in place and working.

It quickly became apparent that they would also need hardware as well as software in order for the system to work in the way they needed it to. Working alongside our IT company we managed to arrange the hardware and produce a full spec for the software element too.

A 3rd party softphone system was also installed on their server which needed to be integrated fully into the system to allow data to be passed between all the modules. So, it was necessary to research the integrations between the phone system they wanted to use and the system we needed to develop.

The System

The system that was developed was built firstly on a test environment in our offices, this was built to replicate the environment that the system would be in on a day-to-day basis in the client’s offices.

In this testing area we could build in all the API’s, all the integrations, run the system through its paces, test for bugs and issues, before performing an install of it on the hardware environment set up in the client’s offices.

Though, not without its hiccups, the system is now being used continuously by the company’s call centre. Processing customer data, calls, emails, car registrations, postcode lookups and filtering suitable insurers for the agent to pass customers to on the call to complete their insurance policy.

Further developments are planned with additional insurances for home, business and contents insurance and even more in the future.

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