fffBrunel Franklin and Aquarium Claimsbook
“We used eCatcher to create our 60
second test. It was a breakthrough.
Now customers contact us instead of
us having to contact them. We save
staff time and lower our costs.”
Ian Allison, Claims Director, Brunel Franklin
About Brunel Franklin
Brunel Franklin is one of the country’s leading
claims handling companies and has helped
consumers win over £200 million in compensation
for mis-sold financial products. Set up in 2003,
Brunel Franklin has been one of the fastest
growing companies in the UK with a multi-million
pound turnover.
Where they were
In the early days, Brunel Franklin handled just
a few hundred leads per month. The team
recognised the potential to do far more but
identified two challenges. First, if they were
serious about maintaining growth, they’d need
to significantly increase lead generation. Second,
they’d need new software to handle the forecast
increase in case volumes.
Why Aquarium Claimsbook?
When Brunel Franklin’s leads increased, Aquarium
Claimsbook implemented multiple workflows to
support their different product lines. It provided
automated document and email creation,
links to third party mailing houses, document
management, automated claim tracking and
alerts, as well as management reports on all
aspects of business performance.
Aquarium Claimsbook allowed Brunel Franklin to
define and fine-tune their business processes
easily. It also gave them extensive automation and
powerful reporting features.
Where they are now
Brunel Franklin has revolutionised its marketing
strategy. Rather than ramping up their
telemarketing team, lead generation now happens
online using Aquarium’s eCatcher. Customers
applying via the Brunel Franklin website gain
instant feedback on the likely outcome and value
of their claim before signing up.
Moving from off-line cold calling to on-line
marketing has drastically increased the company’s
serviceable market and created massive growth in
lead generation.
Brunel Franklin increased the number of leads
and resulting claims it processed every month
from several hundred to tens of thousands. In two
years revenues have grown by 1600% each year
while staff numbers have risen by just 250%
Claims Assist and Aquarium
“Aquarium is a perfect fit for our diverse business. Our people work to consistent standards across different businesses and locations. It’s been a huge success”
Shahraz Yaqub, Managing Director, Claims Assist UK
About Claims Assist UK
Midlands-based company Claims Assist UK is an accident management specialist with four offices.
The team specialises in vehicle damage and personal injury claims for taxi drivers. They also have a fleet of registered taxis which they hire to clients. They maintain these at service centres where they offer motor maintenance services to the general public.
Where they were
As an expanding concern with ambitious plans, Claims Assist knew their homegrown system had reached its limit. A new claims system was essential if they were to meet their growth targets.
Why Aquarium ?
After careful investigation of the best solutions on the market, the company chose Aquarium. They felt the tool was the easiest for their claims handlers to use and could be tailored quickly to specific needs. As a web-based solution, it could also be deployed easily over multiple offices.
Full implementation of Aquarium took place in three stages. Initially a pilot project was established to assess and action key workflows covering online questionnaires, data capture, automatic document generation and a fleet management database.
An unqualified success, the pilot was rolled out to all offices and key users were trained at each location. Full management reporting was implemented to ensure enhanced performance across the business.
Where they are now
Claims Assist UK now handles more claims, ore effectively and with fewer people. Claims are processed faster than before and continuity across offices is seamless. The business is significantly more profitable and customer satisfaction has increased.
