Headquarters: Shoreditch, London
Years as an Applied Customer
The need for a single system and enhanced customer service
Stanhope Cooper struggled with multiple, disparate systems that didn’t allow for effective reporting or speed in administrative processes due to manual workflows like re-keying of information between applications. Because of limitations from their previous software provider, Stanhope Cooper had to wait days for a quote and was unable to provide the level of service expected by customers. The broker also was restricted to providing service during the normal working hours. And when outside the office, employees did not have access to client records. “As we have high-net-worth clients, high customer service standards are critical,” said William Cooper, managing director. “We needed digital technology to allow us to provide that level of service.”
Essentially, we like Applied because they're not stopping and we're not stopping either.
Technology needed to become a digital broker
Stanhope Cooper chose Applied TAM® to manage its entire business. Hosted in Applied Cloud, Applied TAM offers greater visibility into Stanhope Cooper’s customers and day-to-day broker operations to reduce time spent on administrative tasks and better respond to customer needs.
Stanhope Cooper also uses Applied CSR24® and Applied Mobile® to better serve customers. Applied CSR24, a cloud-based insurance customer self-service application, enables customers to access their important insurance information and make payments anytime, anywhere. While Applied Mobile, an insurance broker mobile application, allows employees to serve clients whilst on the go via a mobile phone or tablet.
A single broker management system and customer service software to digitally transform doing business
Since implementing Applied software, Stanhope Cooper has consolidated all applications into a single, integrated system. “One of the main benefits of using Applied Systems over our previous software house was the integration – policy management, CRM, financial management, insurer relationships – everything's in one place,” said Cooper. Utilising a single system provides the broker with a complete view of the customer across all lines of business, enabling employees to capitalise on cross-sell and upsell opportunities. Stanhope Cooper also takes advantage of integrated eTrading in Applied TAM to quote Personal Lines and Commercial Lines products without ever having to leave the management system. By eliminating time spent re-keying customer information in a different system, employees are now able to serve customers faster. “Since using Applied TAM for eTrading, we have seen a substantial boost in efficiency and the ability to provide excellent customer service.”
Digital technology also provides Stanhope Cooper the opportunity to better connect with its customers. Applied CSR24 allows customers to manage their policy documents, update policy information, begin the claims process and make premium payments, anytime, anywhere from their computer or tablet. Since implementing the client self-service portal, Stanhope Cooper has seen a drop in administrative calls by 25%, giving employees more time to focus on revenue-generating activities. As an extension of Applied CSR24, clients can also download a mobile app on their phone to view and manage policy information. Applied MobileInsured is custom-branded to Stanhope Cooper, and enables customers to quickly and easily access information on the go. Stanhope Cooper uses Applied MobileInsured as a unique value proposition when attracting new customers because of the anytime, anywhere mobile access to insurance documents.
Stanhope Cooper also benefits from Applied Mobile, which offers employees the ability to serve clients whilst out in the field. “Our sales people are busy people, Applied Mobile gives them the ability to take notes and not wait until the end of the day to get the information to the account executives,” said Cooper. Seamlessly integrated with Applied TAM, employees can better serve customers with on-demand access to critical broker resources and information. Utilising Applied technology, Stanhope Cooper gains a single management system and seamlessly integrated customer and insurer solutions to enhance efficiency and customer experience.
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